I recently bought about 115 items from avenue. Yes, 115+ different items. Over 1k (I don't even want to add it up, it's a lot of money)
I received my multiple packages and opened them up, and two clearance dresses had broken straps, two items had a horrible smell, 1 $2 item was missing, 2 items were incorrect (entirely different not just the wrong size same item) I was very disappointed but understanding, since I did buy a lot of items.
Now, out of 115 items, these were some of the least expensive items, adding up to maybe $70 total. And I sent proof, This was 100% on them, and their quality control. I wanted to send the items back and receive the items I originally ordered, I still very much wanted my items, but they said they were now out of stock. So I was given coupon codes, partial refund. One item was $20 and they gave me $10 credit for some reason, so I still feel like I lost $10 for their lack of quality control.
But the icing on the cake is the call I had with customer service. They said due to my multiple issues, for future orders I wouldn't be getting refunds/credits. Excuse me? So if you send me more damaged items or just don't send me my item at all you are telling me you won't refund? I'm being penalized because you messed up part of my orders?
I would completely expect them to be apologetic to me, after they sent me damaged items and I couldn't even receive a replacement. Honestly I am happy with the other items but knowing their quality control may send me an entirely different item, not include my item, or send something that smells like sulfur, it's just not worth the risk.
Also, I was being generous with how many items actually had issues. A pair of sandals had the color bleeding all over the material, a skirt had a stain, and a dress was obviously worn and covered in perfume, but I liked them so much I didn't even mention them, I just cleaned them up and hoped for the best. Looking back, with how they acted, I should have returned those items as well instead of putting work into keeping them, after how the company acted like I shouldn't be requesting to return the few damaged items I did request. A customer should not get damaged items and expect to just keep them for fear of being denied returns. A customer should not be getting damaged items at all.
DONT BUY BOOTS FROM HERE! MINE FELL APART IN A WEEK. THE GLUE DIDNT HOLD AT ALL!
My order was delivered to the wrong address, called and chatted with Ave Rep, they said I had to wait 10 days. After 10days I am now being told I need to wait another 24hrs for them to get in touch with the carrier again. I got an alert on my phone telling me my order was delivered as soon as I looked out my door the carrier was already gone. I called the Avenue and had to painfully listen to hold music for over 2hrs. The rep told me what I told her which was the item was delivered. I had to remind her that I know the order was delivered it did not come to me. I was told via email, chat and by phone that I needed to wait at least 10days before they would figure out what to do next. It is now 15days and they are advising that I have to wait an additional 24hrs. At this point I wish to NO LONGER be a customer for this company that find it hard to resend the order or offer a refund. It is only a $35 order. I usually spend $200+ online at least once a month. Not no more - Just Give me my money back and so I can say GOODBYE
Cindy Chat rep NO HELP
Cindy
24 HOURS
I am really sorry about this, I have requested feedback, as soon as I recieve (she can't even use spell check to correct her typo) it I will communicate with you via email.
Bella - Email rep NO HELP
Bella (Avenue)
Nov 4,2021, 7:26 AM GMT+11
Hi
Thank you for reaching out and letting us know that you haven't received your order.
I have investigated the whereabouts of your order with our courier, and they have advised your order was delivered Wednesday, 27 October 2021 at 6:47 pm am at the front door. However, we completely understand your frustration regarding your missing order.
Please can you double-check around your premises and verify it was left overlooked or potentially left with any of your Neighbours? The courier will sometimes deliver parcels to a local delivery courier, and they will then deliver the parcels to the customers.
Please allow 10 business days of the delivery time frame. If you have not received your package by Wednesday, November 10th, 2021 please get back in touch, and we will escalate this further.
If you have any further questions, please let me know. I look forward to hearing from you.
Kind Regards,
Bella
Customer Experience Team
Bella (Avenue)
Nov 4,2021, 7:26 AM GMT+11
Hi Ondraya
Thank you for reaching out and letting us know that you haven't received your order.
I have investigated the whereabouts of your order with our courier, and they have advised your order was delivered Wednesday, 27 October 2021 at 6:47 pm am at the front door. However, we completely understand your frustration regarding your missing order.
Please can you double-check around your premises and verify it was left overlooked or potentially left with any of your Neighbours? The courier will sometimes deliver parcels to a local delivery courier, and they will then deliver the parcels to the customers.
Please allow 10 business days of the delivery time frame. If you have not received your package by Wednesday, November 10th, 2021 please get back in touch, and we will escalate this further.
If you have any further questions, please let me know. I look forward to hearing from you.
Kind Regards,
Bella
Customer Experience Team