“On 6 Aug I ordered some sandals which were in the sale.They
should have arrived within 5 days. On 8 Aug I had a call to say they had to be sourced from a store so would be 7 days. So far no problem. On 19 Aug I contacted the helpdesk as they hadn't arrived. Apparently they had 'gone missing' between the store and the warehouse and no-one had picked up on this as Jones don't bother to make sure orders have been dispatched, which seems incredibly inefficient. The person to whom I spoke said she would try and source another pair. By the time I chased the order the price had been further reduced so I suggested that I should be refunded the difference on the basis that I was effectively re-ordering - this was agreed. I asked that I be sent an email letting me know whether another pair had been found. Shortly afterwards I was notified that another pair had been found and would be with me in 5-7 working days. I emailed back to ask for confirmation of the refund. I got an automatic response saying that someone would respond 'as soon as possible'. On Tues 27 Aug the sandals arrived. Since I had had no response to my email and no refund I
emailed the helpdesk again. I got a response this time. The refund was issued which was good, but the helpdesk said they hadn't received my original email, which was clearly untrue as I had the automatic response - perhaps they don't realise this happens. Someone really needs to get a grip on both the dispatch process and the helpdesk.”
“I ordered a pair of Lelli Kelly shoes for my granddaughter. I ordered a UK size 10 as that was the sizing on the website. A UK size 10 is a European size 28. When they arrived (great delivery service, no complaints) I discovered I had been sent a size 29 which obviously were far too big for said granddaughter. I contacted customer services. Their reply was that a size 29 in Lelli Kelly sizing was a UK size 10. This is nonsense. I then forwarded to customer services the sizing straight from the Lelli Kelly website which clearly stated that their size 28 was a UK size 10. I received no reply. By this time, however, the shoes were out of stock and granddaughter had to go on holiday without her Lelli Kellies! Not happy! I was given a full refund by Jones the Bootmaker -again no complaints - but I was disappointed that I did not receive a reply to my second email. Hopefully from now on they will make it clear to customers exactly what UK size they are ordering when it comes to Lelli Kellies.”
