Let me start this post by saying I really debated over whether or not to write this, but after the service received and the fact I am out of pocket thanks to CK I really feel that it needed writing. I know lots of people have never had an issue and many of my friends rave about them. I really wanted to love CK – their range of products is great and the value for money isn’t too bad either. Sadly, in this case, when something went very wrong with my order, it went very wrong indeed!
So, at the beginning of the month I spotted CK were selling Sailor Moon coat/jackets/dresses on their store – they looked super soft, thick and nicely made – I’ve been after one of these for quite a while and after finally talking myself into it, purchased the jacket on 02/03 – ordering was very easy and the site is straightforward to use and measurements were given for the jacket as well –as the jacket was over £30 it qualified for free shipping – I also had a discount code which I tried applying – whilst this did work because it made the jacket £27.00 it meant a £3.50 shipping fee then applied – this seemed a little odd to me – as I’ve not seen this before with a discount – I removed the discount code and stuck with the free shipping instead. I received an email almost immediately saying my order was received and the next day another saying that it had been shipped.
The jacket arrived in a cute pink posting bag via royal mail on the 05/03 – which I thought was pretty quick, inside the bag was the jacket wrapped up in a cellophane bag along with a little Cutsey Kink postcard.
Look how cute it looks – the bow and broach are all in separate bags for transit. This is where things started to go wrong.
The first think I noticed was how thin the fabric looked, it’s definitely not warm enough to be a coat or jacket – more like a thin sweater at best – Upon removing the jacket from the bag there were threads EVERYWHERE – I don’t mean like an odd one or two, I mean it was covered in them – in places it looks like the over-locker has jammed and just carried on. There were also odd bits of black thread sewn in – at this point I wasn’t too bothered as I could trim any loose threads.
Then I spotted this – What the heck has gone on here?! I’ve seen this when sewing myself, usually when the tension on the machine isn’t set right and it just chews all the thread up – if you look at the lower left hand of the picture (circled) the zip is damaged, it’s been cut into!!
Unfortunately the problems didn’t end there –I was starting to feel very disappointed at the state of my purchase, but it was salvageable – that was until I looked at the skirt – the fabric has a huge flaw running through the front of it, on both sites. It’s un-missable.
Close up the flaw.
There were more loose threads on the outside of the jacket.
The zip isn’t straight/level either.
Then, just to finish things off, the collar was completely stuck to itself – I debated trying to separate it but it looked as if it might pull off the white paint. I gave up trying to work out how to salvage the jacket, it was just a complete mess. I didn’t even remove the bow or broach from the packaging to check them over.
I contacted CK with photos to ask if the jacket was supposed to be like this – Sally responded saying that the one she had on display in the shop wasn’t like this at all and apologised, and said if I returned the one sent to me she would send out another. I asked for the return address to make sure that I had the right one and got a short response. After thinking about this I sent CK another message on the 06/03 asking if CK would refund my order rather than sending a replacement – after the disappointment of the first jacket I didn’t want a replacement, it was way too thin to be a jacket – I never received a response from CK on this – with this in mind I sent back the jacket with a note attached asking for a refund via myhermes for £2.70 to ensure I could track it back to CK.
CK received the jacket back on 09/03 – I heard nothing. In the end I contacted them on the 09/03 to ask what was happening with the order – I got a very short, curt message saying they had the jacket back and would refund shortly.
When someone says they will refund you shortly, you’d think that meant a few hours – at least I do. I dropped CK a final message the next morning as I’d heard nothing further and the refund hadn’t appeared. CK said her admin department don’t work weekends so the refund wouldn’t go through till Monday. Monday lunch time I received an email from paypal telling me that CK had refunded me my original £30.
Personally, I don’t think this is good enough. I’d of been happy to wait till Monday, if this is what I had been told. Shortly does not mean a few days later. In fact I’m surprised that I had to contact them to ask what on earth was going on with my order. I’m honestly shocked at the state of the jacket I received and can’t believe no one thought to check these over when they were brought into stock or sent out – If I ever sell anything on ebay I check the item before I list it and again before I send it out – it doesn’t take very long to do and it means there’s less likely to be a return and any issues can be dealt with before the item is listed/sold. I realise a shop is different to selling personally, but in the long run checking stock would save time and money.
I’m extremely disappointed in the CK customer services, it’s not hard to be friendly or polite, and I realise that having a customer with an issue can be annoying, but at the end of the day, I am a paying customer and it’s not my fault that I’ve been sent a damaged product. After this whole fiasco I’m £2.70 out of pocket for the return postage – yes, it’s not a lot, but still I’ve nothing to show for it aside from want to never order from Cutsey Kink again.
Ta-ta for now,