“I purchased the Condo Coat however was very disappointed with the quality. Although the coat fits well and is a lovely length, the wool bobbles immediately and collects a lot of lint. The stitching is frayed and loose around the seams and pockets. Although I have only been wearing it for a week, it looks old and second-hand already.
I contacted customer service, however because the coat was purchased in store they told me that they were unable to assist, and I would have to go back into the store, despite the fact we had a digital receipt.”
Hello,
We appreciate you taking the time to give us your feedback. We're really sorry to hear of the issue with your Condo Coat. This certainly doesn't sound like our usual standard of quality, however we've passed along your feedback regarding the quality of the wool to our production team, as we're always looking for ways to improve.
While we're happy to offer you a replacement on this occasion, we do require in-store purchases to be returned and exchanged at the store, as outlined on our website. With that said, we apologise for any disappointment caused and we'll certainly take your feedback on board as we review our store processes going forward.
If you have any further questions, please email us at customercare@waxlondon.com and we'd be happy to assist further.
Best wishes,
Wax London
“Don't purchase clothing if you're located in the United States, extremely costly to return. Upwards of $90 to return a shirt because their sizing has slightly changed from the last time I purchased a garment. Not 100% their fault, but saying they don't support international returns at this time isn't the whole story.”
“It will cost me over $200 to return my items, as I live in the United States. When checking out, the web page states that shipping is free and “We make sure to cover all duties and fees of overseas orders (no matter where you are!).” Although this does not specifically say returns are free, that was the impression I was left with. One has to search the fine print to learn that returns outside the UK are not covered, which is disappointing.”
“The roduct I received was damaged and porrly cut.
Even if the colors are original & marvelous, the fabrics seems to not be suitable for a shirt (to weak).
Because of the brexit, I have to pay 20€ for the shipping and then 18 moire euros for the return.. hope I'll get a refund because I already paid 130€ for a shirt directly sent back”
“Emailed me to confirm an item was available, so i purchased it. They then emailed me to say that the product i ordered wasnt available and would i like something else instead, havent proccessed a refund, and havent responded to emails.”
“Even allowing for the difficulties and delays caused by Covid, which we are all trying to work through, your exchange and refund processes are dreadfully poor and your customer services are non-existent - no response to emails, telephone calls are automatically disconnnected. Based on my experience I would say you deserve to go out of business. I will not be shopping with you ever again.”
“The shirt I received seemed shrunken. Customer service is requiring that I pay for return shipping. Customer service offered to schedule a pickup but never got back to me despite 2 follow up emails. Not sure what to do anymore.”
