I was extremely disappointed by how…
I was extremely disappointed by how this situation was handled.
I never received, saw, or tried on the dress because the parcel was held by customs due to unexpected import charges of £248. Once I became aware of these charges, I contacted the company and explained my situation. I was even willing to cover the return shipping costs myself, despite never having received the item.
However, I was only offered store credit and was told that a refund was not possible. I then sent a further email asking whether my case could be reconsidered, but received no response.
As a result, I am left having spent close to £1,000 on a dress that I have never seen in person and have no way of knowing whether it will fit or suit me. The dress was not custom-made or personalised in any way, making the refusal to offer any flexibility particularly disappointing.
I understand that businesses have policies, but good customer service also requires reasonable consideration of individual circumstances. Unfortunately, that was not my experience.