SartoriaModerna
Senior Member
- Joined
- Dec 25, 2020
- Messages
- 114
- Reaction score
- 111
It was a 750 euro order... That's the problem. They shouldn't have articles like "shirt made in two weeks!", it's misleading. They need to communicate better. They didn't even want to retain me a customer. Of course I wanted my refund, but I was hoping to hear something on the lines of "We're sorry to hear that, we can prioritise your order and send it out to you in a few days time if your still interested". Don't just take my money and hold onto it when you haven't started the work.
May not be reckless but certainly comes across as apathetic to me.
I was really looking forward to the order as they're all summer shirts and now its boiling and now they haven't even started the order... So now I'd rather pay someone else £100 more per shirt then I would have otherwise, cause at least they'd do it to a better standard customer service and probably quality wise. Ultimately their loss, if they don't understand the concept of retaining the customers you have, they shouldn't exist. Toxic companies to deal with. Human interaction goes a long way subconciously in making these problems into little ones. When its just words on a screen it can be easy to be carried away.
I understand your frustration, and I agree their "2 weeks" timeframe is kinda misleading. However, I don't think you should hold your grudge against a statement in their FAQ.
For one, they have also mentioned that production is noticed in a second email and not directly after order placement, they also mentioned that the "factual shipping date estimate" is communicated once the shirts production start in their second email, and that production process my friend is guaranteed within 2 weeks.
(indeed contradictory statement with their 2 week guarantee as they have put "from initial order to production", but that's an issue with wording as it can be misinterpreted)
You have missed that other part of "shipping date and production confirmation in second email " while reading their site and you choose to continue to ignore that part.
For two, I'm responding with my own experience and I think others can testify as well that it's just miscommunication and you are not being discriminated/disadvantaged. It indeed take around approx 3 weeks to get your shirts despite the wording issue on the site.
For third reason, they refunded with no further questions asked, that is top notch service. They lose a client yes, but they don't lose reputation. Imagine if they lose reputation of a scammer as they hold your money without sending you the ordered shirts..
Now, if you think it's unacceptable to wait, you obviously can buy elsewhere, but revenge shopping at your own higher cost is not the best rationale.. especially now that you need more than 2 weeks extra to get your shirts.. but you do you. I think they weren't apologetic because they didn't understand what the problem is as they didn't know you got frustrated by their FAQ statement.
And as an advice for Apposta staff: chang the wording on the site to prevent miscommunication
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