“Communication was prompt, and queries were acknowledged without delay, which is appreciated. However, the tone throughout the interaction felt cold and purely transactional.
The order was accepted despite the item being out of stock, which later resulted in a cancellation. While the issue was eventually communicated, there was little sense of ownership or warmth in how it was handled. It felt procedural rather than customer-centred.
There was no effort to bridge the gap created by the failed purchase experience — no acknowledgment of the inconvenience beyond the basics, and no reassurance around why the system allowed a purchase for an unavailable item.
Overall, responsiveness was strong, but the human element was missing. The experience functioned operationally, but didn’t feel supported or considered from a customer perspective.”
“Bought a pair of shoes and they didn't fit. Tried to contact strictly for dancers, as they say returns need a permit, otherwise they will be refused. And didn't got an answer for 2 month now. Even tried to get in contact via paypal... I buy a lot online, but never had such a bad experience....”
“I bought a pair of shoes from werner kern, they didn't fit. I returned them and tracking information said they were returned 11/18. It is now 12/1 and I have not received my refund.”
