C Lomax

I bought 2 pairs of waterproof trousers in the Black Friday sale & have now been trying to return them for 10 days as both pairs are too short.

I followed the returns process as outlined on the Craghoppers website; buying a DPD postage label & then taking the parcel to a DPD drop-off point.

However, the DPD label just would not scan & so I couldn't hand the parcel over to complete my end of the returns process. I tried several different DPD drop-off points, but it was the same story everywhere.

I then tried getting in touch with Craghoppers. Ha! What an utterly laughable concept. No phone number. A live chat function that doesn't work, even during the stated opening hours. An email response target of 48 hours.

Someone from customer services eventually replied to my email, saying that the original DPD label I'd purchased would be cancelled so that I could buy another one & try again.

I thought this was a long shot & no real solution, but was willing to give it a go just in case. At this point I asked what the next step would be if this didn't work & the reply was 'I'll get back to you'. No one has...

I did try to buy another DPD label as instructed, but it seems the original one I bought 10 days ago still hasn't been cancelled & my return therefore shows as being 'in progress'. It turns out it's not possible to buy a new label if the returns system thinks you're already in the process of returning an item.

I'm therefore caught in a Kafka-esque scenario where I have zero ability to return these trousers for a refund.

I've emailed customer services again, but I hold no hope of being given a sensible solution.

Craghoppers, can you please help me return these items. Frankly, I want the money back ASAP. I have many better things to do with the cash in the run up to Christmas. A functional returns process isn't hard to achieve - and I should know, I've worked in the head offices of major retailers for the last 17 years.

On the back of my experience shopping with you, I will never buy from you again (I'm already regretting having bought a new pair of trousers in a longer length, which I did before this returns debacle & in order to make sure I got the black Friday discount). Buyer beware.

My order number is 58896862 & I'd appreciate you getting in touch with a workable solution.

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