catherine h.

Hands down the worst shopping experience of my life... first time shopping with this company and definitely will be the last. Do not have a good word to say about this company! I ordered 2 pairs of shoes from this company for my son for school. Neither pair was suitable so I returned both pairs together in same package via royal mail- royal mail return was 11pounds as this was due to being medium size parcel and insured up to 100poinds to cover the value of shoes.
Schuh recieved my return and emailed me to confirm this- the first mistake was them stating it was returned via collect plus and they were going to deduct 2.50 from my return. I emailed to say this was not my method of return- they apologised and refunded me the 2.50.
Then I noticed they only refunded for one pair... I contacted them to confirm when other refund was being processed- they stated they only recieved 1 pair? This is not possible as I know what I sent. 2 pairs together. After several emails saying they are not at fault- saying stock levels show other pair not received. At this point I'm very frustrated as I still am waiting on 50pounds return. I provided my proof of postage thinking this will resolve this matter but NO! Still trying to get out of it and keep my money! They said weight on receipt shows 1.56kg so that means only 1 pair returned! I asked during your investigation of this what did my shoes weigh? They could not provide this information... so how did they come to this conclusion that other pair was not returned? They are saying an average pair of shoes weigh 1kg... I said an average does not reflect onto my case and I wanted this investigated further and to speak to manager! I said the both pair of shoes I returned should of been weighed to get true figures not just calming off my complaint and trying to keep my money... waiting on making a call today to try again to get this resolved. One week later stressful week- making emails and calls in between working all