Exceptionally poor customer service once they have your money.
I had been visiting the Plouf website for a few eeeks as I was wanting to purchase a swimsuit however they were out of stock so I waited. On the same day (8th July) that they came back into stock, I made a purchase and paid immediately. As I needed the Swimsuit for an upcoming holiday I paid the extra fee to expedite delivery. Shortly thereafter my order was confirmed so everything was fine...
Unfortunately, it appears that their courier DPD made one or more blunders art their end. The long ans short of it was that it did not arrive until some days AFTER I had already gone on my holiday. Upon my return and feeling quite disappointed, I contacted Plouf, told them what had happened and that I would like a refund of the expedited delivery fee because I had clearly not received this service. Whilst initially they appeared responsive, they subsequently essentially stopped responding to my emails and when they did respond, they said it was down to their courier and that was that...
I then said if that's the case I'll return the entire swimsuit then which is unused because it arrived too late. They said ok BUT that I would have to return it at MY expense! This is an example of very poor customer service and suggests that once they have your money, they subsequently couldn't care about anything else. I have now had to raise a dispute via my payment method used.
As a result of this experience I could NOT recommend this company to anyone.
Reply from Plouf
Hello,
We are sincerely sorry that your delivery experience did not meet your expectations.
However, when placing an order on Plouf.fr, our General Terms and Conditions of Sale are accepted by the customer. These specify that our warehouse has a processing time before dispatch and that once the parcel has been handed over to the carrier, delivery and transit are the carrier’s responsibility.
Your order was correctly prepared and handed over to DPD. Unfortunately, the delay you experienced was linked to the carrier’s handling of the parcel, not to the preparation of your order by Plouf.
We understand that the parcel arrived too late for your holiday and that this was frustrating. However, in the case of a standard return of an unused product, return shipping costs remain the customer’s responsibility, as stated in our return conditions.
We are sorry that our response did not meet your expectations, but our position is in line with the terms accepted at the time of purchase.
Team Plouf