Casual Basement Opiniones 1937

Respuesta de Casual Basement

19 jul 2024

Dear Alan,

Thank you for your feedback. After reviewing your order history, we found that you have only made one purchase with us—a Hugo Boss T-shirt in a size medium. It appears you may have left a review for a jacket purchased from another store.

If there's anything we can assist you with regarding your order, please let us know. We appreciate your understanding and are here to help with any future needs.

Respuesta de Casual Basement

11 jun 2024

Dear Adam,

Thank you for sharing your feedback. We sincerely apologise for any frustration you’ve experienced and appreciate the opportunity to address your concerns.

We wanted to clarify that we did, in fact, respond to your email and provided all the necessary returns information and documentation in our response. To ensure you receive our communication, please check your spam or junk folder, as sometimes emails can be inadvertently filtered. Your email was responded to within the same hour as your enquiry.

We strive to provide excellent customer service and are disheartened to hear about your perceived negative experience. We believe your 1-star review is unfair considering our prompt response to your initial email. Our team is dedicated to assisting our customers, and we take pride in our aftercare service.

If you still encounter any issues or need further assistance, please do not hesitate to reach out. We are here to help and ensure your return process is as smooth as possible.

Kind regards

Respuesta de Casual Basement

Actualizada el 18 may 2024

Dear Barry,

Thank you for your feedback. We appreciate the opportunity to address your concerns.

Firstly, we apologise for the delay in responding to your email sent in the early hours of 16/05. Our customer service team operates during standard business hours, which may have contributed to the delay. We understand that you attempted to use our live chat feature and received an automated response from our bot. Our live chat bot handles initial queries and directs more complex issues to our human agents during business hours. To ensure you are connected to a live agent, it is important to remain online and request to speak with one. This is why the majority of our customers' issues are dealt with instantly.

Regarding our returns process, we assure you it complies fully with trading laws and has been in place for years to ensure a structured and reliable service. The requirement to return items via Royal Mail is to ensure the package is tracked and insured, protecting both you and us from loss or damage during transit. While we understand the cost may be higher, it guarantees the security of your return.

We would like to clarify that our company is not 'mean-spirited'. In fact, our commitment to offering discounted prices and discount codes is a testament to our dedication to customer satisfaction. Your initial contact with us was in relation to a discount, which we were happy to provide by having it available. This is contrary to the notion of being 'mean-spirited'.

We regret that you feel stressed and annoyed, and we are here to help resolve any issues you may have with your return. Our goal is always to provide a positive shopping experience, and we take your feedback seriously to improve our services.

Thank you for your custom and bringing these matters to our attention.

Kind regards