“Shoes are gorgeous but didn't work for me and the experience trying to return has been very disappointing. Customer service has not been ideal. The shoes were shipped from NY and I am not getting any answers on where and how to return. I sent an initial email on a Friday and did not receive an answer until Monday. They did not answer my question about what address to send the shoes back. I sent another email immediately but have not gotten a response but did receive a request to review. Buyer beware.”
Dear Kristine,
Thank you for your feedback, and we apologize for the inconvenience you’ve experienced. We strive to provide the best possible service, and we’re sorry to hear that your return process didn’t meet your expectations.
To clarify, our customer service team is closed on weekends, which is why there was a delay in our initial response to your Friday email. However, we did respond as soon as we returned on Monday. Regarding the review request email, these are sent out automatically and they are not directly through our customer service team which is why you may have been sent this before we responded.
Unfortunately, we have not received a response to the follow-up emails we sent regarding how we can help rectify this situation after we had processed your return. Please check your spam or junk folder, as sometimes our messages may land there unintentionally.
We value our customer's experiences and would love the opportunity to make this right. If there is anything else we can do to assist you, please don't hesitate to reach out directly.
Best regards,
Freya Rose Team
