In December 2011 I purchased from online retailer La Redoute, a purple clover bedding set intended as a Christmas gift for my sister. Components of the set, (specifically three pillow cases and one fitted sheet) were out of stock, but the firm told me that these would follow the duvet cover in January.
I gave the incomplete set to my sister for Christmas as intended, and told her that she would receive the outstanding items in January. She seemed happy enough, however, January came and went and there had been no word from La Redoute as to the whereabouts of my order, prompting me to check the website. Upon doing so, I learned that the previous delivery date had now been changed to February.
Given the circumstances, I felt I had no true choice but to hang in there and wait......
By March 2012 the three pillow cases had arrived and I rather foolishly thought that the fitted sheet would shortly follow at which point I could gladly cease trading with this firm.
By April However, there was no word from La Redoute, nor any sign of the fitted sheet required to complete the bedding set that I had given to my sister earlier in the year.
I penned an email to customer services wherein I enquired with regard to the whereabouts of my concurrent order which was ignored, hence a second application of the same followed the next week, and a third approximately one week after that.
Quite some time later I was sought as recipient of an email from the establishment, the author of which remained anonymous, wherein it was claimed that the item in question had, "Due to popular demmand", been discontinued.
No apology was made nor any resolution offered. Feeling that such was unacceptable I sought to open dialogue with Customer Care Manager Ms. Liz Roberts.
Ms. Roberts ignored my submissions, and having researched the company, I discovered that the current Managing Director of Redcats UK is one Mr. Michael Truluck, and so I wrote him a letter in which I detailed my experiences.
To date Mr. Truluck has refused to acknowledge any of the correspondences that I have sent to him, although Contact Centre Manager one Mr. Andrew Farnell has since written offering a credit of fifty pounds to my mother's account.
I have declined this conditional offer on the basis that it is both derisory to the circumstance, and exactly that, a conditional offer. I have to do further business with this thoroughly sub-standard firm in order to take advantage of this offer, which quite frankly, I am just not prepared to do.
It is conspicuous to me that those affiliated to La Redoute have failed to heed the value of the customer. Spread the word that this is simply not satisfactory, and customer service really is key!
I urge all other complainants on this site to head over to blagger.com and write a review there too in efforts to assist other consumers.
Also those seeking refunds/compensation should post on www.thesqueakywheel.com as doing so is very successful indeed!
I am both ashamed and embarrassed, my poor sister currently has a purple clover bedding set which is not fit for purpose, and those attached to La Redoute have yet to provide any replacement.
I make it known that I conducted business with La Redoute following a recommendation from my mother, and as such, I utilised her account to order.
Whilst the firm were only too happy to take payment from me, when it came to a complaint of poor service, oddly they were able to converse only with my mother.
I ordered a pair of briefs on April 17th, changed my mind and asked to cancel. They said there was no facility to cancel. I wrote to chief exec in both UK and France. No one replied. I finally wrote to customer services manager as I thought the money had been taken from my account. Finally on May 14th after my 3rd letter, someone rang to say the money taken was for another item and that the order had been cancelled right at the start. No one told me that!!! No one wrote. No one had the professionalism or manners to acknowledge my letters. Do not deal with this company. Their customer service is appalling and they charge over the top for postage which is why I decided to cancel in the first place. £3.99 postage for one pair of briefs? Outrageous!!!
I have been trying to return a parcel to redoute, the goods are unwanted, 1 due to the fact that it doesnt fit & the other due to the poor material quality & not worth the price being charged.
I have telephoned more than once, asking for the parcel to be collected, promised that it will be picked up within the next 2 days.
I have e mailed on several occasions, again to be answered, telling me the parcel will be collected in the next couple of days.
Well a couple of months later it still hasnt been collected.
I paid the delivery charge & informed them I didnt want the goods & was assured the parcel would be collected, well it hasnt been!!!!
I am now receiving letters telling me i am in arrears, & being charged for late payments, whats next, threatening letters!!!
Is there one member of staff who is not incompetent who can arrange for the parcel to be collected?
Order placed on 3 December (for a dress to wear on Christmas day so you'd expect plenty of time for delivery) and email confirmation received. Another email received on 9 December saying my order is ready for despatch and have just received another email today saying that I have been credited for my payment but with absolutely no explanation or any indication whether I'm going to get my order or not!
Their website tracking says that my order is ready for despatch (9 days after I've placed my order!).
When I've emailed them to ask for an explanation they say that if I don't hear from them I have to wait another 5 days before I can contact them again!!!
Will never order from them again! All my other online Christmas shopping has arrived within 2-3 days so it can't be that hard. I don't care what country it comes from, not my problem! If I place an order I expect to receive it within a reasonable time.
I ordered a coat for my husband on the 3rd November this year. His birthday was the 10th so I figured that it should have arrived by then. Especially since the item appeared to be 'in stock'. When the big day came and went with no delivery, and sadly no birthday gift for my poor hubby :-( I called to complain and query the delay. I was told that although the item was in stock, it was in the warehouse in France and would be despatched shortly. I said I didn't want it and wished to cancel the order to which I was informed that I couldn't cancel and had to instead wait until it arrived and not to accept the delivery. When a few more weeks went by and no delivery, I assumed that somehow the order had been cancelled. Imagine my surprise when I received an email on the 5th December informing me that the payment from my account had been processed, 32 days after the order was placed??? However, still no sign of a delivery. I called to complain, was promised that someone would get back, quel surprise, no phone call. I eventually got through to a manager today who has agreed to cancel teh delivery and refund me. He didn't overwhelm me with apologies or really try to make amends, offer vouchers or anything. Clearly what I experienced is commonplace and the manager seemed jaded and unsurprised by what has happened. In short i would never use them again and would advise that anyone avoid them like the plague. In the age of slick logistics as exemplified by retailers such as Amazon, there is no place for such an apalling level of customer service. I accept that sometimes things can go wrong, but at no point was I informed of the situation.
I order some goods over a week ago; I was told today that they were dispatched within 2 days of ordering. I told them that they hadn't been received yet and asked if could they track the item or give me the details of the courier service etc. The customer service agent went about trying to find my tracking number only to tell me that there wasn't one assigned to it which meant that the courier hadn't received it yet - to quote "probably because the courier was on holiday" !!!!!!!!!!!!!!!! When I asked to cancel the order I was told that this wasn't possible and I would need to reject the delivery, which meant I would still be liable for the delivery charge! Terrible service, they are just pretending to be a company!!
Absolutely disgusted with the service I have received from this company!
I ordered two items last weds, via the website, and was informed my items would be despatched within 24 hours. Almost a week later and I nothing had been delivered. I have just called them and was informed that my order was being held up by one of the items that wasn't available in the UK warehouse, but may be receieved from the French warehouse. They had no idea when I may recieve the items as the other item could not be dispatched until the other one was received from the French warehouse.
When I asked that the order be cancelled, as I needed them from my holiday in three days, I was informed that I could only cancel the item being held abroad, and not the item they had in stock, as it was too far into the ordering process.
What the hell?!! So even though they cannot despatch the item they DO have in stock, I cannot cancel my order.
All they can do is cancel the other item, and track the item in stock, and let me know when it is going to be despatched. I told them it was no good to me now, and their solution is to wait until the item is ready to be sent, return it to some outside company and then start the refund process.
So in the meantime I am down on the funds I paid (because "they are being reserved"), and down on the goods I ordered.
What an absolute joke. Suffice to say I will never be ordering from them again.
La Redoute keeps sending me special discount codes through the post. However try ordering on line & you will suddenly find most of their stock isn't included in these special discounts.Goods that appear in catalogues you are sent through the post are suddenly an "on-line special" when you try to enter the "discount code"!Basically they are trying in a cheap way to get customers - not succeeding as they have now not only lost my custom, but a number of friends as well who are also fed up with them changing the goal post to suit. THEIR DISCOUNT CODES ARE WORTHLESS. DO NOT USE THEM
I ordered through this site http://www.uk-catalogue.co.uk/la-redoute-uk/. The experience is good though the delivery fee is £3.99. That's the only thing I didn't like about their service.. because that means you can't try things on before you start spending money. Overall this is one of the best clothing websites around, and who cares about the postage, the prices are so great it doesn't make much of a difference and you won't be returning anything anyway, right?
My wife and I ordered several items for delivery before christmas. The order did not go through online and we were called the next day by one of Redoute's staff who told us there were problems with their website and if we still wanted to shop with them they could put the order through. Due to the inconvinience we were offered a 35% discount. Great service we thought until it transpired they set up a credit account without our consent and then didn't apply the discount promised to all the items we ordered. After a few escalated calls we managed to get our order processed (with the discount added).
We then started to receive the goods we ordered a few items at a time. We were never informed when a delivery was being made so were not at home to accept the goods. The courier left the goods with a lady who lives several houses down the road from us. When we asked Redoute why this had occured we were told that:
1) Items ordered are not nessasarily in stock or in the UK and when they received stock from their suppliers they forward it on to the customer.
2) No notification of what items would be delivered or on what date / time. When it was queried how would we know when to be home to accept goods we were told we should contact the courier to organise a redelivery (although no contact details supplied by Redoute or the courier!) or the courier could leave the goods with a neighbour.
3) Orders could not be delivered to another address due to insurance (although they are willing to leave it with a random stranger who just happens to live on the same street)
We asked for future deliveries to be made to our home or our immediate next door neighbours. We expressed that they shouldn't try and deliver to the lady several houses down from us as she was recovering from operations arising from cancer and should not be disturbed. We ended up calling up on four seperate occassions after four deliveries were made to the lady we told them not to disturb.
In the end I made a 'subject access request' and asked for a copy of a call between me and their customer services supervisor. After two months several chaser phone calls and e mails I have only just received a transcript of the call but still not received the 'subject access request' as promised by the complaints team and the Operations Manager neither of whom have bother to explain why they have now refused to supply the 'subject access request'.
Unless as a customer you are willing to wait for an indefinete time for delivery and are at home 24/7 I would stongly urge you to never use this company. If you have a complaint don't waste your energy trying to get a resolution because they are just not interested.
Although we have asked to be taken off mailing lists we are still receiving letters and catalogues and the courier called at our house after our account was closed. Interestingly he was apparantly never informed that he should not call at the address with the recovering cancer patient.
I have rated the service by Redoute with one star only because I was unable to give no stars.
I ordered 11 items in size 4 a few weeks ago - two skirts and 9 shirts. The clothes came quite quickly but every single one of the 9 shirts came in size 6. I phoned to complain and they apologised and reordered the shirts for me again in size 4 (besides one which had sold out). Since I paid by card I had to pay out again the entire amount as they cant refund me until they receive the returns. Again, the shirts turned up in size 4. I phoned again and the man apologised but saw that the shirts had now all sold out (they were all on sale) but said I could choose whatever shirts I liked on line and they will give them to me for the price I had paid. He said he'd phone me back so I could order but he didnt bother to do so. I phoned again a couple days later and the woman again ordered for me 8 shirts in size 4 and gave them to me all at the price I paid for them originally. I had to pay the full amount at the time and she said I will be credited the difference in a day or two once it goes through the system. I just got the third order today and there are 7 shirts. 5 of them are size 6, one is a size 8 and there is actually one in size 4. However, the size 4 label has the same european sizes as the size 6 so I think their size 4 and their size 6 clothing are the same size! I just spoke to the manager and she told me she doesnt understand their sizing and needs to talk to the warehouse. She is away next week though so will get someone else to phone me back. I'll like to see that happen... So I paid £68.80 the first time, £48.20 the second time and £61.60 the third time and so far I have just got refunded the first lot. The third lot I was supposed to be credited the difference between that sum and the amount they were giving it to me for. I still havent got that credited though... After all this time I still don't have one shirt to wear!
Very poor service.I had to write to them via their website, via e-mail, via telephone, howeverthe customer service team were really helpless.I will NEVER ever buy anything from them.I would rather pay more to have better service.If you order anything from them, you will regret it.AVOID LaRedoute.I wanted give them 'no star', but this site doesn't allow me to choose 'no star'.
November 26, 2010
I ordered a product online for the first time and input a delivery address and a billing address. The order process was completed and the billing address came up as the delivery address. I immediately tried to change this while I was online.
There is no mechanism to make a delivery change
You cannot cancel your order even 30 seconds after you have made it
One minute after the order was submitted, I then wrote to La Redoute by email. They responded telling me nothing could be done but pointing me to a phone help line.
That same day, I called the phone help line which is not free and spoke to a representative. She told me that she could not cancel the order and make a new one. Further, she told me that she could not change the billing address in the system. Her solid advice was to wait until the product had been delivered and refuse delivery, at which point I would be refunded.
This is ludicrous. I order on line a lot and will never use these people again.
I purchased a jacket and jeans from la redoute and by the time they arrived they were advertised at 50 percent off. I asked if I needed to return them and re-order as the items would still be within their return period. I was informed that they would make the adjustment to my account and that I didn't need to return them. GUESS WHAT!!! Now that the return period is up they have gone back on their word and have charged me £70 more than if i had re-ordered. I have made a complaint but each time I send information I have to wait 9 days plus for a reply! MY advise is stay well clear as their customer relations is none existant. I am now contacting the ombudsman as I have everything in writing....!
LA RUBBISH: Stay away from La Redoute UK! Their delivery times are appauling,and their customer service is even worse. I ordered some items over 10 days ago now and the website is still showing "processing" eventhough I made sure to select only items "in stock". I sent them an e-mail 3 days ago and still no reply. I called tonight and after staying on hold for 20 minutes, I decided to press #1 for new orders.. funny enough, someone was on the phone ready to take a new order within 30 seconds! They were completely unhelpfull as expected and when I asked to cancel my order as the goods would now arrive too late for my holiday, they told me it was impossible. La redoute is such a great company in France, but so rubbish in the UK. Do not order from them, you will be disappointed.