“Trainers ordered weren’t suitable so had to send back. Cost of delivery from and returning to this company are prohibitive. Delivery cost £5.99 which is fine but the customer has to pay the return cost also. Return process is a nightmare. You have to generate a return and then wait for them to email you before they give you a return address. I emailed them after 24hrs as I hadn’t heard anything and was keen to get the item in the post. They did respond quickly to the email and gave me return address. Cost of returning the item was £14.99 as they recommended having the item registered and insured. Unfortunately I won’t be ordering from the company again.”
Hi Karen,
We're sorry to hear that the trainers weren't suitable and that you were disappointed with the returns experience.
Whilst the vast majority of our returns are processed smoothly through our returns portal, we appreciate that waiting for return authorisation and address details may have felt frustrating when you were keen to send the item back promptly.
For clarity, our returns policy is clearly outlined on our website prior to purchase. This explains that online purchases can be returned within 14 days of receipt, that customers are responsible for return postage costs, and that returns must first be submitted through our returns portal for approval.
We would also like to clarify that the £14.99 cost you mention was not a charge made by KershKicks. Return postage is arranged and paid for directly by the customer with their chosen courier. Whilst we recommend using a tracked and insured service for protection, customers are free to select the service that best suits their requirements .
We're pleased to hear that our team responded quickly to your email and were able to provide the return information you needed. Customer service is something we take seriously, and we're glad we could assist promptly.
Although we're sorry that this experience has meant you don't wish to shop with us again, we appreciate your feedback and wish you all the best in the future.
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Posted 3 months ago
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