They asked me to create a profile and purchase a product, on the promise that they would price match and refund the difference after the order was placed. I spent 30mins doing so and placed the order.
Two hours later, I received an email from a 'customer service rep' who said that they were sorry but couldn't actually match the price, even though I'd sent a photo of the designer's website showing that the shoes were on sale there! They then offered a lower coupon, which still meant that the shoes were 25% higher than the price we'd originally agreed.
When I called to immediately cancel the order upon receiving the email, they said that they'd already sent the shoes! When I questioned how they could have done so this quickly and without checking with me first, having done a U-turn, the girl who answered said that she was in France, but the warehouse was in the UK, so that was that? Don't they have internal communications? When I checked the tracking number which came with the order on their website, it only showed that the order was received, but that the shoes had not yet been packaged!
They refused to stop it shipping out and insisted that I receive, then send it back to them, to receive a refund.
So many hours of toing and froing back and forth (what a waste of time) and £155 pounds out of pocket later, I'm going to have to spend even more time sending something I didn't agree to back to them. This is not only immoral and likely illegal (consumer protection act-wise), but is horrendous customer service. I would never buy from them again and would caution anyone doing so
I like this website, there is a lot of choice and I always find a coupon to get a discount. Even if it doesnt fit I can always send it back for free. Really cool.
Bought from this company advertising free next day delivery as they are presents for my nieces. Purchased on the 27th Nov flying on the 1st decemeber. Today is Sat 30 november and still no parcel. Was also llied to by the staff there saying it was out for delivery with the courier on the 29th when i checked the tracking the courier hasnt even recieved it.
Now i have to travel 30 miles to buy these shoes as im flying tomorrow.
This company is a complete joke and a waste of time.
DO NOT BUY ANYTHING FROM THESE IDIOTS!
Hello Pete,
I'm very sorry to hear about your horrible delivery experience. As I don't have any details about your order here, I am unable to look at your tracking information to see exactly what went wrong, but of course these types of things should never happen, and for that I can only apologise. I understand you are likely on holiday now, and I hope you were able to find something suitable to offer your neices in place of the parcel that you did not receive in time from our courrier.
If you have the items and would like to return them to us at no charge, you will of course be refunded in full. However, we would also like to compensate you for the inconvenience you've experienced. If you would like to contact me directly at: april@spartoo.com, with your either your full name or order number, I would be more than happy to offer you a very generous coupon that we hope you may use to give us another chance. Alternatively, you may also contact our customer service at 02030264358, who are also aware of this offer.
If you decide to take me up on this offer and give us another try, I am confident that your second experience would be a good one. In this case, I would hope that you would reconsider your negative review of Spartoo.
Please accept my sincere apologies for the mishap, and I hope you'll be in touch soon.
Kind regards,
April Buchanan
Spartoo Customer Service Manager
Excellent service, good price, quick delivery. No complaints at all. Will have no hesitation using Spartoo again.
Rubbish poor quality coats and it cost me £12 to return! I will not be buying again.
Hi Emilia,
I am very sorry to hear the quality of the products you ordered were not up to standard. The fact that your return was not free leads me to believe that you ordered from one of our marketplace vendors on our site, but not from Spartoo, where we have free delivery and returns. I encourage you to conact the vendor in order to give your comments about their products. In the meantime, we would love to compensate you so that you may give Spartoo.co.uk another chance. Please contact our customer service directly at 02030264358 or adriana@spartoo.co.uk. Mention this email and we will be happy to provide you with a discount voucher which you may use to try our services again, with free deliery and returns on all Spartoo products. I sincerely apologise for the inconvenience you experienced, and I hope you'll be in touch with us soon!
Kindly,
April Buchanan
Customer Service Manager
Overview
Spartoo UK has a rating of 1.5 stars from 47 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Spartoo UK most frequently mention and customer service. Spartoo UK ranks 571st among Shoes sites.
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Hi Di,
I am so sorry to hear about the numerous problems you've had with this order. I do not know the specific reason that we could not offer you the price match (as I do not know your name or order number), as this is something we offer for identical products (same model, colour, etc). As for the warehouse, it is indeed located in the UK to ensure quick delivery--and in this case it seems they were very quick indeed! I do understand that a quick call to our warehouse could have made a difference in your case, and although that is not at all our usual procedure, I can only apologize for any shortcomings on the part of our customer service staff.
I wonder if you have now received the shoes and returned them? Your return is free of course and you will be refunded in full. I urge you to once again contact our customer service and mention this email so that they may provide you with a discount voucher, which I hope might allow you to give Spartoo another chance for a future purchase.
I apologize once again for the inconveniences you've had to deal with, and I hope we hear from you soon.
Sincerely,
April Buchanan
E-marketing Manager Spartoo UK