Sarah N.

At least 9 items were faulty/ not fit for purpose (with a number of them being to see through to wear in public!). Liliana from customer service debated multiple times and rejected the other 3 so I had to include with the other items that didn't fit well. I also raised this to Senior Advisor Michael that this is against Consumer Rights act 2015 - he told me to raise directly to Consumer Rights.
I also had a number of items that didn't fit/ looked different to the website and sent it back whilst paying delivery costs as Liliana told me to. They received it and kept it for a week and upon chasing Michael lied about it being lost in the post (even with proof from courier), only for them to reject and return the goods. I was exercising my right to a 14 day cooling off period as per Consumer contracts regulation 2013. Michael is saying that the goods have to also be sent within the 14 day cooling off period which is incorrect. The order was delivered on 10th May and I raised this to them on 18th May even though they keep disputing it. I am now out of pocket sending back the goods to them.