"Think twice before ordering - Shocking service"
First of all, let me start by saying I make a lot of online purchases and this is the first time I am writing a negative review about an online seller. I've often experienced a dip in customer service but have never felt compelled to write a bad review. However, the service I have had from Threads has encouraged me to warn other buyers so they don't have to go through what I went through.
I'll try to keep it as short as possible, I purchased 2 items via the Threads website a few months ago. I received a confirmation email stipulating my order. A week had passed with no further notification of dispatch, so I logged in to discover their website did not contain any information about dispatch. I decided to email them to determine the whereabouts of my order, the first email was ignored. I then sent a second email, after which a brief reply was sent to me stating the items should be with me by Saturday (this was on Thursday). Saturday had passed with no sign of my parcel. I ended up receiving my parcel on the Tuesday, but upon checking the details of posting, it had only been dispatched the day before. Also, there was no invoice and the postage label etc was handwritten like it had been packaged at home, it looked very unprofessional and nothing like I was expecting. More importantly, the parcel only contained one item when I had ordered two, I proceeded to send another email out requesting the whereabouts of the second item, once again my email was ignored. With frustration I decided to call Threads, the person who answered stated that I was informed via email that the messenger bag i ordered has been ordered via Armani and they are waiting for a delivery date from Armani (despite their website showing two items in stock when I ordered). I was told I would receive the bag a week from when I called. A week passed and no sign of the bag, I then sent another email stating that the bag has not been delivered when Threads said it would, once again my email was ignored. I then sent another email requesting an immediate response otherwise I will have no choice to take further action. Threads responded stating Armani has delayed the delivery of the bag hence why Threads could not send (I do not believe such a reputable and established brand like Armani would take so long in delivering a product to mainland UK). I again waited patiently for a week with no sign of the bag, I sent another email and surprise surprise I was again ignored. I sent another one threatening further action which they responded stating they had not heard from Armani. Over four weeks had now passed and I had not received the bag I ordered, I also stressed that I've had nothing but problems ever since i placed an order with Threads. On that premise I demanded a refund for the bag, it gets even worse now! Despite requesting, I received no confirmation that the refund had been actioned. It was only after I sent an email I received confirmation that my refund had been authorised and I should receive within 48 hours, of course 48 hours passed and no refund. I sent another email which Threads replied stating it can often take 5-7 days for refund to go through. I informed Threads that i had paid via PayPal therefore the refund should be done via PayPal, my email was again ignored and two weeks had passed without me receiving my refund. In the end I raised a dispute via PayPal and following PayPal's intervention Threads finally provided me with a refund! I was so glad I bought via PayPal otherwise I don't think I would have got my money back. There did not appear to be any evidence that Threads wanted to give me my money back.
Having read this, if you feel my pain then I please consider the above before placing an order with Threads. I never experiencing such diabolical service in my life. If you do order from them then make sure you pay via PayPal at least then you have some form of insurance.
All the best
Reviewed 18th Sep 2014 by njones
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