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UPDATE: 7/5/20 After I finally connected with customer service, they tracked down the items & sent pictures of them to me. (Nisha was knowledgable, effective, and helpful.) I eventually received the 2 items back in the mail with a letter from Ted Baker. 1 item was indeed "unsaleable." It had make-up on it that I had somehow missed. That was indeed my fault. The other item looked absolutely fine - brand new and saleable. I asked my entire family to look at the item and check it in case I was overlooking something. No one could figure out what was wrong with it. I mailed the second item back to Ted Baker a week ago, and I am still waiting to hear from them.
Ted Baker could improve by revisiting their return policies & protocols at the corporate level. Ted Baker needs to send an E-mail and alert customers right away if they're not getting credit for a return. Waiting for the customers to contact them, then making their own customer service track down everything that's happened with a given order, and randomly sending things back in the mail a month later is a bad corporate policy. It's reactive, not proactive. The problem with Ted Baker is not who is manning the phones at customer service (and in fact, you can't get anyone on the phone - just Email). The actual people working there are fine. This is a corporate structural problem, and they need to re-do their guidelines.
I returned 3 items to the Ted Baker online store. I received an E-mail from them giving me credit for 1 item only. When I inquired about the other items I returned, they first asked me what the other items were. Then, they told me they were not giving me credit because the items were sent back in "non-saleable" condition. I informed Ted Baker that keeping the items and not issuing a refund was unacceptable. They then claimed the items had been sent back to me. I asked for a shipping confirmation, documentation of damage, and to speak with a representative. So far, I have yet to receive the "non-saleable" items, proof they were damaged, proof that they were shipped back to me, OR a phone call. And Ted Baker has kept the money. I will update if this changes.
UPDATE: 7/5/20 After I connected with customer service, they tracked down the items & sent pictures of them to me. (Nisha was knowledgable, effective, and helpful.) I eventually received the 2 items back in the mail with a letter from Ted Baker. 1 item was indeed "unsaleable." It had make-up on it that I had somehow missed. That was indeed my fault. The other item looked absolutely fine - brand new and saleable. I asked my entire family to look at the item and check it in case I was overlooking something. No one could figure out what was wrong with it. I mailed the second item back to Ted Baker a week ago, and I am still waiting to hear from them.
Ted Baker could improve by revisiting their return policies & protocols at the corporate level. Ted Baker needs to send an E-mail and alert customers right away if they're not getting credit for a return. Waiting for the customers to contact them, then making their own customer service track down everything that's happened with a given order, and randomly mailing things back a month later is a bad corporate policy. It's reactive, not proactive. This is not an issue of who is manning the phones at customer service (and in fact, you can't get anyone on the phone - just Email). The actual people working there are fine. This is a corporate structural problem, and they need to re-do their guidelines.
Katherine G.'s review of Ted Baker earned 3 Very Helpful votes
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