Emilie N.

I made an order for Nine West shoes and realised on the same day they had the exact 2 same models, with a different heel hight. I have a foot condition and cannot wear high heals so asked for a cancellation - on the same day. This is required to be allowed within the EU within 14 days, and is part of Borderfree's terms and conditions. When contacting them, I was at multiple occasions sent to Nine West (who by the way never bothered to respond), with a one liner that they couldn't help me. When I insisted and referred to the terms and conditions, they said they would try to intercept the goods and have them sent back, and that I would get a complete refund. I was then told that this could not happen, with a reminder that I could refuse the delivery if I didn't want the goods. I cannot get them to respond when I ask if I would get refunded. It is costly to send them back (and of course could have been avoided) and I don't want to incur more costs for nothing. And of course this is all nicely done so that the 14 days expire.
I have received a the shoes have now arrived and need to be collected. I am going to the French Institut National de la Consommation / US bureau of consumer protection if I don't get a reaponse withn 24h. It may not sort out my issue but companies that play with basic customer rights need to be flagged and ultimately taken out of business.