Burton Menswear returns

Thinking of shopping with Burton? What a pleasant experience, until you want to return the items… then this…

EDIT: Another perfect example as to why companies need stop  these pre-written responses, and read individual emails.

Background, I order shoes from  Burton’s menswear. They send me two different colour shoes, one previously worn also:

On Wed, Jul 16, 2014 at 7:37 AM, Burton Customer Service <customer.service@burton.co.uk> wrote:

This is an automated response, please do not reply to this email.

Dear john 

Thank you for your email received 15 July 2014.

We would like to apologise for the delay in responding to your query. We are committed to replying to your email within 72 hours, however, due to high demand; there may be a slight delay in receiving a response. If urgent, please telephone our Customer Service Team directly. The telephone number can be found on the Burton website, under the Help option.

–Original Message–
From:
Date: 18/07/2014 13:01:46
To: customer.service@burton.co.uk
Subject: Re: Other refunds and returns query [#2178126]

I have posted back the  damaged and incorrect colour shoes you set me, I was charged 10.75 for this, attached copy of the charge, can you arrange to refund this fee please?

Thanks
On 23-Jul-2014 1:10 pm, “Burton Customer Service” <customer.service@burton.co.uk> wrote:

http://www.burton.co.uk/wcsstore/Burton/images/category_icons/header.gif
Dear John,

Thank you for your email received 18 July 2014.

I would firstly like to thank you for your patience in awaiting our reply.

Thank you for sending us a copy of your proof of postage. Once we have received the items back to our warehouse and a fault is confirmed we will refund these coats for you.

If there is anything further I can help with, please do not hesitate to contact me by replying to this email address.

Kind regards,
Burton Customer Care

 

 

On 31-Jul-2014 6:54 pm, “John M Ryan” <@gmail.com> wrote:

Still no word from you… I sent these back 7 days ago…

–Original Message–
From: @gmail.com
Date: 05/08/2014 10:39:46
To: customer.service@burton.co.uk
Subject: Re: Other refunds and returns query [#2178126]

Any update on this. You should be ashamed of these slow response times.

On 08-Aug-2014 5:04 pm, “Burton Customer Service” <customer.service@burton.co.uk> wrote:

http://www.burton.co.uk/wcsstore/Burton/images/category_icons/header.gif


Dear John,

Thank you for your email received 5 August 2014.

I would firstly like to thank you for your patience in awaiting our reply.

I would also like to offer our sincerest apologies in regards to this matter. Can you please resend the postage receipt and I will refund this as a matter if urgency.

I am sorry for any inconvenience caused.

If there is anything further I can help with, please do not hesitate to contact me by replying to this email address.

Kind regards,


Burton Customer Care

 

Dear John,

Thank you for your email received 8 August 2014.

I have attempted to view your proof of postage but unfortunately it has been declined as been potentially harmful.

Please can you forward your proof of postage in a different format and also your order number as I have been unable to locate any orders under the email address you have contacted us on.

I apologise for any inconvenience caused.

If there is anything further I can help with, please do not hesitate to contact me by replying to this email address.

Kind regards,

Burton Customer Care

 

Burton,

This is beyond a joke, can you please refer this to your manager.
I have previously sent you the order details twice, the order number twice, and waited nearly a month to get a refund… You sent me the wrong shoes ( I wonder how this happened, do you not look at items before you send them out?), I sent them back.
The document with proof of purchase is in PDF format, which is industry standard, I am not sure what other form you expect me to send it in? But I have attached it in JPEG format
It took me two seconds to log in with my email address and find the order XXXXXXX. I assume you can do this too, if you took the time.  You took my money in two seconds but  I have to do a song and dance to get a refund.
Now that you (again for the third time) have copies of the order number and proof of postage, can you please process the refund.
John
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Bulk Powders discount code – Get 5 Euro off First Order on their new Irish site

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Panti’s Noble Call at the Abbey Theatre

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