Updated Review – Issue Resolved
Updated Review – Issue Resolved
I initially left a negative review due to a damaged parcel, a missing item, and a complete lack of response to my attempts to contact the company.
For context, I first emailed on 16 May, then again on 18 May. When I still received no response, I contacted the company via Facebook Messenger and also left a comment on one of their Facebook posts on 19 May. I then sent a further email on 21 May, followed by a message through Instagram. It was only after contacting them on Instagram that I finally received a response.
The company promptly investigated the matter and explained that my emails had unfortunately been filtered into their spam folder, which accounted for the lack of communication.
Following my original Trustpilot review, the owner personally contacted me on 29 May to discuss my experience and resolve the situation. The issue has now been fully resolved, and I received a full refund for both the items I returned and the missing item from my order. I appreciate that the company ultimately took ownership of the problem and brought it to a satisfactory conclusion.
I would also like to add that I was very happy with the one dress I kept from my order. The quality was lovely, it fit well, and I have already worn it.
I do think there is room for improvement in the returns process. As customers only have 14 days to return items, the lack of communication left me genuinely concerned about whether my return and refund would be processed in time. It made me nervous that I might lose my right to a refund through no fault of my own.
It would also be reassuring if customers received confirmation when their return had been received, along with updates on the progress of their refund. The only way I knew my parcel had arrived was because I paid an additional £11 for tracked next-day delivery. Without that, I would have had no confirmation that my return had even been delivered. They did however email to say the refund had been processed.
Although the issue was eventually resolved, I do feel the customer service could have been better overall. A simple goodwill gesture, such as a discount code or money off a future purchase, would have gone a long way towards acknowledging the inconvenience and aggravation caused throughout the process.
I would buy from GraceJacob again, as I have since seen several other beautiful outfits on their website. However, until the communication and returns process is improved, I would personally choose to purchase their products through Selfridges, where I would feel more confident about the returns and refund process.
Overall, I appreciate the way the matter was eventually handled and the personal response from the owner. I hope the communication and returns process can be improved, as I genuinely believe these changes would give customers much greater confidence when ordering directly from the brand
