IRL Store’s tweet about convention and pastel merch has reminded me to come out of lurkdom and share my very frustrating experience with the Australian danandphilshop.
Dec 17, 2016: ordered & paid A$63.97 (inc. postage) 1 Oz Tour Sweater Dark Grey, size S
The tour sweatshirt I’d bought at tatinof was M (my usual size from the d&p shop UK) had been HUGE, so I’d decided to go a size down.
Jan. 11: received parcel, turned out to be a black long-sleeved Tshirt (thin cotton). This was disappointing, but at least it was something different and I was resigned to being somewhat ripped-off. Unfortunately, it was also TINY, so I decided to exchange for a size M.
Jan 12: I sent the shirt back (another A$15) as per instructions on the au.danandphilshop website.
Jan 13 – Mar 15: series of emails from me trying to chase up the exchange and a truly impressive display of silence punctuated by various excuses and promises to “look into it”, which I’ll put under a spoiler.
Mar 15: I email again, to say I haven’t received my item. I also send a separate email to IRL Digital Ltd, requesting assistance as I have received no response from au.danandphilshop.
Coincidentally ? a few hours later I receive:
“We sent out a second package on the 15th of February and it appears that it ahs [sic] been delivered.
Can I confirm your address as …”
I confirmed the address and pointed out that I had not received any delivery. At least I received an immediate reply:
“I will request this to be expressed out to you urgently. You will receive a tracking number shortly.”
Mar 20: I email to say I have received neither parcel nor tracking number.
Mar 21: I receive the tracking number.
Mar 24: The parcel arrives, it is the exact SAME item I’d returned for exchange!! :wtf: I report unsatisfactory customer service to IRL Digital with an outline of the unsuccessful exchange process.
Mar 27: au.danandphilshop reply:
"I can only apologise for your inconvenience`regarding this matter. I will look into what happened here and speak to our warehouse to ensure it does not get repeated.
I will ask the warehouse to send out the item in Large. I will also send out a returns envelope so that you can return the incorrect item at not cost to yourself.”
I replied, asking for a tracking number.
Mar 29: they send a tracking number and an hour later:
“Unfortunately I have to apologise again.
I can't apologise enough, as I have just heard from our warehouse that they have given me the wrong tracking number and that the item is in fact out of stock. I can only apologise again for this matter. Rest assured that my manager is having stern words with the warehouse regarding this matter as it is completely unacceptable. I don't understand the issues here but we will get to the bottom of it and ensure it doesn't happen again.
The only item I can offer now as an alternative is the short sleeve Oz Tour TShirt in Large or XL.”
I am not interested in their poor management practices and am not impressed with their offer of a T-shirt worth about half the value of my original order (especially as it was during their “20% off SWAGLORD” sale).
Mar 30: I send IRL Digital, copied to au.danandphilshop, another complaint of unacceptable service, requesting a refund and a return envelope for the shirt. Also that I am prepared to lodge a formal complaint with Consumer Affairs and Fair Trade.
Immediate reply to say they will refund, send a return envelope and look into what went wrong. Also a $20 voucher off my next purchase.
I told them (& IRL Digital) I’ll return the shirt once the refund is processed and the return envelope received. Also told them again that I was not interested in their poor management practices, nor was I tempted to ever have dealings with them again.
Mar 31: received confirmation of refund and that they would not inconvenience me further by making me send the shirt back.
Sorry for the very long post, but it was truly the worst online shopping experience I’ve ever had, so do be cautious if ordering from them. I’ve ordered several times from the UK store and service has always been excellent. Ok, back to lurkdom.