Reiss
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Next are killing this brand.
I placed an order on 25th August 2022 which was due to be collected from the Royal Exchange Square store on Friday 26th August. I then received an email informing me that the item was delayed. I contacted Reiss via the chat option on the website and was informed by the advisor that the item would be delivered to the store on Saturday 27th August. On the morning of 27th August I checked the tracking and noticed it still haven’t left the warehouse. I contacted the chat again, questioning if the item would be delivered as promised. I explained that I’d bought the item as I was going on holiday on Monday, but was advised nothing could be done to speed delivery up, but the advisor would update me regarding the order via email. I requested information on why the order had been delayed, but this message was ignored. Later on Saturday I received an email informing me the item would not be available for collection on 27th August as promised. I explained this was extremely inconvenient as not only would I not have the item for when I needed it, but I would also be unable to collect it from the store it was due to be delivered to. Again I asked why the item was not delivered on 26th August as stated at the time of purchase or on the 27th August as promised. I also requested that the item be delivered to my home address, or if this was not possible for the order to be cancelled. On Sunday I received a reply informing me the item was unavailable to be be collected in store, they were unable to deliver to my home address and a refund would be processed. I then received a further email on Wednesday 31st August 2022 informing me that my order will be delivered to my chosen store within the next 2 days. At this point I issued a formal complaint in writing. I received another apology from a different advisor and an offer of a 25% discount code if I collected the item, which had now been delivered to the store. I called the store to confirm the item was actually there as, frankly, I don’t believe a word they say. The in store advisor confirmed they in-fact don’t have the parcel. No doubt a generic message about wanting to “put things right” will appear under this review, as they have under the dozens of negative reviews recently posted. I would like to highlight that I have contacted them 5 times & spoke to 5 different advisors, none of which have made any attempt to “put things right”. Literally the worst customer service I have ever experienced.