Kathryn's Avis 5

Hello,

I have contacted you several times regarding my order and invoice, but I have received no response.

This lack of communication is unacceptable. Please send the invoice immediately.

If I do not receive it, I will return the order and proceed with a formal complaint and further action.

I expect your urgent response.

I don’t know what’s happened with this store as I’ve bought from here many times previously with no issue but this order has been nothing short of a nightmare! Placed an order back in October, items never arrived and I was provided with no tracking information so didn’t know who was delivering, when they were delivering. I emailed the store and called on multiple occasions and never once made contact or got a response from anyone. I had to raise a dispute as I’d bought the items through clearpay but paid it all off at once, nobody would respond to clearpay either so I was refunded minus £4.99 postage even though nothing was ever posted so it cost me £4.99 to be disappointed. I really liked this shop but after this experience I don’t think I’d make the same mistake again. Such a pity customer service is non existent.

I was given exceptional personal service by Simon yet again
He really makes shopping here very vip.
I am so greatful to him and his personal friendly approach.
He always ensures I get my goods on time.
Thank you

He

Love shopping at Kathryn’s, lovely friendly staff especially patsy and Emily xx

Bought an Oilily coat for my granddaughter for Christmas and at most she wore it a couple of times a week.

Within 3 months the zip broke, nothing less than poor quality!

Returned the coat to Kathryns who specifically stated in writing to me that they’d send the coat to an Oilily rep in the UK to be repaired.

After waiting weeks for the coat to be returned, to no avail - I complained to the store by email and also bought another Oilily coat from another store, to match my granddaughters clothes.

I was contacted by the director by phone who was nothing less than disrespectful - they told me they couldn’t tell me when I’d get the coat back and they laughed down the phone at me when I said I had rights under the Consumer Act 2015.

When I eventually received the coat back, I’m absolutely appalled with the so called work that’s been done on it!

The broken zip in the Oilily coat has been replaced with a cheap/nasty, large/ brash silver zip that’s not the same colour as the original and on the pull part of the zip, there’s an imprinted logo which states ‘per una’ which is a range of clothes / underwear in M&S.

The original zip obviously matched the coat and had a pink, leather ‘pull’ on it with Oilily printed on it, so the replacement just looks ridiculously vile, beyond belief!

The coat also stank of food, as if it had been sitting in someone’s kitchen for weeks on end which is probably the case.

They’ve butchered the coat to the point as far as I’m concerned, it’s unwearable - it’s absolutely appalling that Kathryns think this is acceptable to treat customers in such a way.

My view is that Oilily would never replace a faulty zip with anything but their own - and especially not with a zip that names another brand, so I’m going to contact Oilily direct and provide the emails that Kathryn's have sent to me, stating that Oilily have completed the repair!

After complaining about the repair and requesting a refund from Kathryns, they advised me that Oilily didn’t repair the zip and I’m not entitled to a refund!!

Appalling behaviour - they have lied to me (I have the email chains to prove this) and won’t give me a refund!

So I’m going to complain to Oilily and contact my bank to recoup the money.

I will never purchase anything from this store
because they lack integrity, are unprofessional and take peoples money and don’t give a hoot afterwards !!