Marsden Sneakers レビュー 

Marsden Sneakers からの回答

2024年1月1日

Hi Ann,

Thank you for taking the time to leave us a review.

We do apologise for the inconvenience caused here. However, due to the volume of orders placed over the Black Friday period, our team were extremely busy fulfilling orders which led to a short delay in response times.

Please be assured that customer service is at the forefront of our company and we will do anything to ensure your experience goes beyond expectations. We are very sorry that we fell short of our high standards with your order.

As mentioned, after we had some difficulty fulfilling the exact lines of the order, your trainers were delivered to you on the 13th December at 10:17. We do hope that you are satisfied with the item and the short delay did not cause you too much inconvenience.

We hope that, should you choose to order with us again, that your experience will better reflect the high standards held at our company.

Kind regards,
Marsden Sneakers

Marsden Sneakers からの回答

2023年12月6日

Hi Giorgia,

Thank you for taking the time to leave us a review.

We do apologise for the small inconvenience caused here. As you said, the reason for the short delay was limited stock availability meaning we had to fulfil your order with one of our suppliers.

Rest assured, we have taken your feedback on board and will begin to implement more transparent information on our store, in the instance where they may be a short wait with the dispatch of a product.

We hope that you are happy with your order. We look forward to serving you again in the near future.

Kind regards,
Marsden Sneakers

Marsden Sneakers からの回答

2023年12月6日

Hi Angela,

Thank you for taking the time to leave us a review.

We do apologise for the inconvenience caused here. However, after reviewing the status of your exchange, we noticed that it has not even been 3 full days since your item was returned to us. As stated over email, it can take us upto 3 working days to fully process the dispatch of an exchange product.

You will be happy to hear that the exchange product has been dispatched today (Wednesday 6th December), which means that it should be delivered to you on Thursday 7th December. Please let us know when the replacement item has arrived, and that you are happy with the sizing.

We hope that, should you choose to order with us again, that your experience will better reflect the high standards held at our company.

Kind regards,
Marsden Sneakers

Marsden Sneakers からの回答

2023年12月6日

Hi Vikki,

Thank you for taking the time to leave us a review.

We do apologise for the inconvenience caused here. However, as we stated over email, we had to cancel your order due to limited stock availability. Unfortunately, the specific variant ordered was falsely marked as being in-stock on our store. A full refund was issued as soon as the order was canceled.

We completely appreciate your frustration in this instance, and understand how important it is to address these types of issues as efficiently as possible. Please know that we are working to refine our model so that these types of errors do not occur in the future.

We hope that, should you choose to order with us again, that your experience will better reflect the high standards held at our company.

Kind regards,
Marsden Sneakers

Marsden Sneakers からの回答

2023年11月18日

Hi Beth,

Thank you for taking the time to leave us a review.

We do apologise for the inconvenience caused here. However, as we stated over email, we had to cancel your order due to limited stock availability. Unfortunately, the specific variant ordered was falsely marked as being in-stock on our store.

We completely appreciate your frustration in this instance, and understand how important it is to address these types of issues as efficiently as possible. Please know that we are working to refine our model so that these types of errors do not occur in the future.

A full refund was issued as soon as the order was canceled, and we have also issued a discount code as a token of our apology. We hope that, should you choose to order with us again, that your experience will better reflect the high standards held at our company.

Kind regards,
Marsden Sneakers

Marsden Sneakers からの回答

2023年11月18日

Hi Felipe,

Thank you for taking the time to leave us a review.

We do apologise for the inconvenience caused here. However, as we stated over email, we have experienced some issues with your order that have resulted in a delay in the item(s) being dispatched.

We completely appreciate your frustration in this instance, and understand how important it is to address these types of issues as efficiently as possible. Please know that we are working hard to ensure these issues are rectified promptly, and the item(s) are delivered to you in a timely manner.

Now that your item(s) have been passed our verification checks, we have sent you an email with your new tracking information. You can expect delivery of the item(s) within 2 business days.

Kind regards,
Marsden Sneakers

Marsden Sneakers からの回答

2023年11月18日

Hi Kate,

Thank you for taking the time to leave us a review.

We do apologise for the inconvenience caused here. However, we had to cancel your order due to limited stock availability at our location.

Please be assured that a full refund would have been issued as soon as the order was canceled. We have since checked the status of the PayPal transaction, and have seen that the refund has been successfully issued to your card.

Thank you for your patience with us on this matter. We hope that, should you choose to order with us again, that your experience will better reflect the high standards held at our company.

Kind regards,
Marsden Sneakers

Marsden Sneakers からの回答

2023年11月18日

Hi Geordene,

Thank you for taking the time to leave us a review.

We do apologise for the inconvenience caused here. However, as the tracking information shows the item to be delivered to your address, there is limited action we can take in this instance.

Please be assured that we have contacted Royal Mail to seek assistance on the status of this package as we understand how important it is that the item(s) are delivered to you.

We are sorry to hear that you feel you are being ignored. Please know that we are doing everything we can to get to the bottom of this matter. We truly value your business, and will ensure no stone is unturned in resolving this issue.

Thank you for your patience with us on this matter.

Kind regards,
Marsden Sneakers

Marsden Sneakers からの回答

2023年11月2日

Hi Valeriia,

Thank you for taking the time to leave us a review.

We do apologise for the inconvenience caused here. However, as we stated over email, we are currently only accepting returns in the form of exchange or store credit. Unfortunately, due to a recent influx in fraud returns, we have had to tighten our policy.

We completely appreciate your frustration in this instance, and understand how important it is to address these types of issues as efficiently as possible. Please know that we are committed to providing an excellent service to all customers, and will do whatever it takes to ensure your experience is of a high standard.

We are happy to hear that you have successfully received your refund, however. We hope that, should you choose to order with us again, that your experience will better reflect the high standards held at our company.

Kind regards,
Marsden Sneakers

Marsden Sneakers からの回答

2023年11月2日

Hi Ben,

Thank you for taking the time to leave us a review.

We do apologise for the inconvenience caused here. However, it appears that your order wasn't collected from the Royal Mail Delivery Office after the order was fulfilled.

We have now opened a formal case with Royal Mail to get a better understanding of where your parcel is. Our team will be in touch soon to provide you with an update.

Kind regards,
Marsden Sneakers

Marsden Sneakers からの回答

2023年10月17日

Hi Keith,

Thank you for taking the time to leave us a review.

We do apologise for the inconvenience caused here. However, as we stated over email, we were unable to source this specific variant for you as it is yet to have a global release.

Regarding the status of your refund, this was processed the moment the order was cancelled, meaning it should have been reflected in your balance by now. Refunds can take between 1-3 days to be visible, depending on your bank or card provider.

Please be assured we will continue to refine our business model to prevent these sorts of issues happening in the future.

Kind regards,
Marsden Sneakers

Marsden Sneakers からの回答

2023年10月17日

Hi Susan,

Thank you for taking the time to leave us a review.

We do apologise for the inconvenience caused here, but please be assured we have not taken your money. You were issued a full refund immediately after we discovered the variant was not in stock at our facilities.

Please be assured we have taken your comments on board and will continue to improve our business model to prevent these types of issues from occurring again.

We hope that, should you choose to order again, that your next experience will better reflect the high-standards held at our company.

Kind regards,
Marsden Sneakers.