La Radoute - Style But No Service (La Redoute)

Member Name: Carysb

Product:	La Redoute
Date:	28/08/09 (137 review reads)
Rating:

Advantages: Choice

Disadvantages: Awful Delivery, Lack Of Customer Service

I have used the service of this "French chic" catalogue on numerous occasions without a problem, my clothes have arrived, they usually fit, and it if they don't then you can arrange a day for a courier to come and collect the parcel free of charge.

My last two experiences both in 2007 were somewhat different. In the January I placed a lingerie order for my mums birthday present. Most items were out of stock, now I can appreciate that it was just after Christmas and so this didn't faze me and I choose something else. The payment was accepted and the goods arrived - late! When placing an order (I did mine online) I was told that delivery would take 7 -10 days and cost £3.00 per order (note P&P is now £3.99).

My last order I placed on the 2nd April 2007 to the tune of approximately £200.00. It wasn't a small order, not that this should make a difference.

Again I ordered online. The website is very well presented and you are given the option to search the site or purchase your items using the catalogue number - this is the option I choose as my mum, my boyfriend and I had already selected out items (they didn't all fit on the paper order form I had been sent through the post).

My order was confirmed within 24 hours and payment taken from my account within 36 hours. Now if you order through the catalogue you have several payment options, pay on receipt of items or pay now by cheque or debit/credit card. Despite being a registered user, the only available option online was to pay there and then, very inconvenient if you have to send stuff back at a later date and request a refund ( but common place for most catalogues).

By the 18th of April and I was yet to receive my goods. 7-10 days seemed to be long gone and so I consulted "my account" online and this told me that my items had been previously dispatched, though when was anybodies guess.

On the following Saturday I researched the website for online contact information, but not convinced I would get a reply I telephoned instead. The order sheet send in the post states "24 hrs a day 7 days a week secure ordering and assistance" or " we are here 7 days a week orders 8am - 10pm help-line 8am-9pm" or you can write.

My call took me to an automated answer phone (I despise these things) where I had to speak to the "operator" and give my details and basic requirements - you have to speak into the phone to select you option. After bypassing the numerous options "the voice" told me I would be put through to an operator. I was then subjected to 5 minutes of awful music whilst on hold.

Then a girl answered. Once I had explained that I hadn't received my parcel and that I had spent 3 days waiting in for it as I knew it required a signature, I was told to "please be patient your item has been despatched and must be with your courier - Thankyou" I ended the call and patiently awaited my parcel.

The following Wednesday and it still hadn't arrived. At 8pm I called again - went through the question and after waiting 7 minutes on hold I was put through to a very helpful gentleman. He wasn't English and so I had to ask him to repeat some of what he said, he did so and then realising that I was having some difficulty understanding him he spoke slowly. He apologised for my problem and advised that I contact the courier directly. He gave me the phone number and parcel reference and said that the date for delivery was scheduled for the 19th (the next day) but also said that if it were him in my position he would be calling and asking questions - especially as the delivery date was for the only day of the week when no-body would be available to sign for it. (In my previous call I was told that if its not signed for it will go back with the courier and I would have to arrange delivery).

I was not impressed - for a delivery date to be the 19th of the month when I placed my order on the 2nd is very bad customer service, especially when all items were said to be available.

I would compliment the gentleman who assisted me - because he was very helpful compared to the lady who I spoke to before who did not give me any of the details he did and even went on to tell me she didn't have the information available regarding courier.

The morning I was due to receive my parcel I contacted the courier - no answer - personal answer-phone. I left a message and called back 3 times. To no avail.

Each area has a different courier.

I received my goods the following Thursday. On the friday I called the courier to arrange a return. I left a voice mail. I called again saturday. I called again on the Monday and left another voicemail and I called again on the Tuesday and left yet another voice mail. I also phoned la-redoute and moaned. I arranged for a courier to collect in the next 2-5 days (useful seeing as they cannot say when) then I finally had a call from my courier - she left a voicemail saying she will be able to come on the thursday after she had dropped the kids off at school.

I wrote La-Redoute an A4 letter of complaint regarding their customer service (or lack of it). Since this all began I had approximately 2 postal letters and 6 emails advertising their catalogue and offering me special deals.

I later received an email in acknowledgement of my letter. It stated that compensation is not given but "as a gesture of goodwill" they would refund my postage. Now because I ordered online I was unable to exchange my item - and was advised that I would have to send it back as a return, and then reorder it. This meant taking about £80 out of my current account to pay for the items to be changed in a new order. 2 weeks later I received a credit on my account despite being told the refund would directly go back into my account. In a call I was told that an item I ordered which was out of stock and would be dispatched as and when it was available. They had no idea when this would be back in stock and could not advise me on a delivery date.

The outcome of the above was, I was forced to cancel the outstanding item because it failed to show up by the end of June. I was told that the item was unavailable and there was no date given as to its availability. (Bear in mind I paid for it in the April.)

I then closed my account and will never be buying from them again.

If you register with La-Redoute, unless you wish to receive several emails a week and offers in the post followed by letters asking why you have accepted an offer, and telling you how special you are I would find a box somewhere and tick it. The majority of my mail comes from La-redoute and makes me wonder if my spending habits arent on par with others, as there is no way I could afford to shop with them two or three times a month, just to make use of their "£5 off over orders of £50" or "free bag/teacups/bed linen etc with your next order."

Just to add; if you have a code for a free item and a discount code you cannot use the two in conjunction with each other.

Also on Ciao edited for Dooyoo by Carysb

Summary: Rubbish Catalogue Company