AVOID!
Placed an order for some Rayban Meta Sunglasses, unfortunately had to return them so contacted Vision Express.
Was sent an email advising me to generate a Royal Mail label on their returns portal and drop it off at a locker or drop off point.
I printed the label and deposited the parcel in the locker, received a confirmation email from Royal Mail saying they had it.
No refund was actioned so i queried the return/refund, received a email back saying yes it was deposited at the locker, named the locker and said they would get back to me.
3 days later, they said the location of the locker was not correct even though they confirmed the location with me in their earlier reply.
They also decided to throw in the comment "This type of discrepancy typically only occurs if the label has been altered or tampered with after issue.
I have now raised this as a complaint and will be filing a chargeback for the amount they refuse to refund.
Vision Express からの回答
Dear Sam,
Thank you for taking the time to share your experience. We're truly sorry for the frustration and inconvenience you’ve experienced with your return and refund. We completely understand how upsetting it must be to follow the returns process carefully, receive confirmation from Royal Mail, and still encounter delays and conflicting information.
We will be looking into this further, we’ve sent you a private request for more information. Once we receive your details, we’ll begin looking into the matter right away.
Please check your email inbox for more details on how we can resolve your concern. We're here to support you every step of the way, and your satisfaction remains our top priority.
Once again, we sincerely apologise and will make sure to thoroughly look into this matter for you.
Kind regards,
Angelica from VE Team