“The price was no doubt fantastic compared to online luxury competitors. The reviews are no doubt scary and questionable, but research shows Cettire is a genuine website nevertheless. So thought I’ll give it a shot.
Definitely would’ve only been a 1 star rating. I’m providing the second star, because the second item came correctly, I am pleased with the packaging and no defects on the shoes.
However, the rest of my bad experience was not worth providing another star more.
Cettire had sent a complete wrong item, I made sure photos and videos were taken upon opening the item to be on the “safe side”.
I then returned it according to the returns policy. I had waited a few business working days to contact DHL on my part first, to ensure item had been successfully delivered and got the name of the person who signed for it at their warehouse for my reference.
I then emailed Cettire that the item has been signed and delivered. When will the correct item be sourced? If correct can’t be sourced, I would like to proceed with the refund. All Cettire responds with is “we’ll look into it and get back to you.” I must admit their response time is 1-2 days which was fantastic, but there was no update with the process after each response from them. 4 days - a week, I would email and follow up, again “We’ll look into it and update you as soon as possible.”
From then, majority of the emails are followed up by none other than myself, the team would not update you on the progress.
Not only did I provide them 7-10 working days of unwanted item to be assessed, I provided a total of 15 business working days given the fact there may be a high volume of orders to go through.
It got to a point where I knew it wasn’t going anywhere. I knew and understood the consumer laws with ACCC very well. I had to write a very structured email outlining the correct steps I’ve taken as a consumer, referring back to their “Returns Policies.” I provided an exact date and day of when I will proceed to the ACCC if they do not return my money within a timely manner (close to 4 weeks of incident). I will be forwarding necessary photos and videos of my incorrect item received upon delivery to the ACCC, as well as the correct measures I’ve taken as a consumer, as naturally, you will need to provide proof.
After the last email, I waited 2-3 more days and finally received a notification from my bank stating I was being refunded by Cettire.
I definitely think this experience could’ve been avoided and solved easily, had the customer service team be more consistent with their customers to drive loyal, happy returning customers.
Update the customers regardless the solution has been decided or not, just so customers are aware that they have been looked after, preventing anxiousness and fear of scam.
Customers shouldn’t have to be the one to follow up every single time to get updates.
I understand mistakes often happen, no online shopping businesses are perfect with zero errors, but there’s definitely an opportunity to improve on the customer service piece, have customers gain the confidence to be able to shop Cettire safely and happily.
I hope this information will be of use to other shoppers that are contemplating on shopping with Cettire.”
“I love the things I’ve bought from Cettire and delivery is okay. Trouble is returns - it takes forever to get your refund. Perhaps try somewhere else unless you’re absolutely sure you’re buying something that will fit.”
