Terrible customer service - I am sure the fabrics are lovely
I placed an order for some lovely fabric. The billing address was different to the shipping address. Chelsea Textiles sent the order to the billing address and not the shipping address. I sent an email to Chelsea Textiles alerting them to this fact when the parcel was still in transit and they could have changed the delivery. Chelsea Textiles did not reply. The delivery to the wrong address then took place. I emailed Chelsea Textiles telling them this had happened, letting them know I would leave the abandoned order exactly where it was left by UPS so it could be collected and stating that I would not be willing to post the fabric back myself (as is my right in the event of a misdelivery). Since I had not heard from Chelsea Textiles, I was concerned that the email address was not monitored and I would never receive the refund I was owed. Therefore, I said I would request a chargeback if they did not refund my order by the end of the next working day. At this point, Mona from Chelsea Textiles replied calling my email rude and telling me that she had not received any other correspondence from me even though she was replying on the chain in which I sent the first (very polite!) email alerting Chelsea Textiles to the fact they had sent the order to the wrong address. Mona did not apologise for sending the order to the wrong address and she also said they would only refund my order when they received the goods back. This is such a pet peeve of mine because that is not how consumer rights work - if a retailer has misdelivered the order, they have failed to fulfil the contract and they are obliged to refund or replace the order. The consumer does not need to return the misdelivered goods in order to claim the refund. I am sure all the fabrics are lovely. I have a chair covered in a Chelsea Textiles fabric and it is great. I am upset that the issue with this order means I can't order again for some other projects I have planned. I simply won't order from a company that calls me rude for stating facts and my legal rights. Update 18/2/24: Mona emailed me again saying that they were monitoring the email address from different timezones and that the warehouse was closed on Friday. Not sure why those facts are relevant to them getting the order wrong. She did not apologise. She maintained that the order they misdelivered must be returned before a refund can be given. I just requested a chargeback via my payment method. Chelsea Textiles/Mona clearly has no intention of acknowledging that they can't get the basics of delivery and customer service right. I really don't understand why. If Chelsea Textiles had apologised and corrected the order as soon as I alerted them to the fact they had messed up, I probably would have written a positive review. It is how they handled the multiple mistakes they made that has annoyed me so much. Really, really terrible customer experience. Second update on 18/2/24: someone from Chelsea Textiles collected the parcel, which is incredibly efficient and actually great customer service! Still no apology from anyone.
By Clara