Newest Review: ... 32 weeks didnt want to over psend on something i wouldnt be in for much longer. My order came to over £50.00 and i ordered it for next da... more
Items were a no show & unimpressive customer service!
Member Name: cirsty
Advantages: nice layout, great items (when delivered)
Disadvantages: bad customer service, rude staff
I'm all about convenience. I like to go online for my shopping & then wait like a kid at Christmas for my goodies to be delivered! Newlook.co.uk is usually my first stop for a look around as I enjoy going into their stores to have a look at their latest trends & also find the staff cheerful and friendly. So since they'd made such a great impression on me in store I thought "what the heck?" & began browsing their website.
The website itself is pretty easy to work out, everything is clearly sorted into categories & you can choose sections of clothing that you can browse through unlike in store where you have to walk around to have a good look. When browsing there is also an option to organise your search results such as price (lowest to highest) & which items are more popular.
After choosing my items (a few basic vest tops and some black skinny jeans) I proceeded to the check out where I could easily enter the appropriate details needed to deliver the items straight to my door. I also noted that there is an option to register to newlook.co.uk but it's not essential which I liked, as I hate shopping online & browsing items for a while to find that I have to go through the annoying process of registering just to get to the check out. During the check out process I selected 'Next Day Delivery' for £4.95 and beforehand I checked their policy on this which stated that on a Sunday you can qualify for next day delivery if you order before 6pm, so to ensure I done this in plenty of time I ordered my items at 2pm.
After I ordered and paid for my items I received all the appropriate confirmation emails to assure me that my items would be delivered the very next day which I was happy about until the next morning.
I awoke to check my emails from newlook.co.uk and I was notified that my items had been dispatched and would definitely be delivered on Monday. I was given the option to track my items, and when I did I found that my items had not been received by the couriers therefore they were not going to be delivered on that day. At around 2pm I decided to phone newlook on their customer service number to ask about my delivery and the customer adviser hit me with excuses such as "the couriers don't update their website", "you haven't waited long enough yet" and "because you ordered the items on a Sunday you'll receive them on Tuesday" and just basically dodging all responsibility. I enquired about the courier service and asked if I could contact them to be told that 'they wouldn't want to speak to me because I'm a new look customer'. I ignored this and phoned the courier company to be told that they had not infact received the items and couldn't deliver them. By this time I was absolutely furious that it was 6pm and I had not received the items I waited in the house all day for and called newlook back. I was eventually refunded the delivery charge and promised that my items would arrive the following day.
Overall the experience was a total nightmare. I felt completely in the dark and was made to feel like a nuisance by the customer service staff for asking about a service I paid for that hadn't been carried out. I don't think I'll be shopping with them in a hurry.
Summary: not a great experience