Castore
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Poor communication and lengthy refund times (issue now addressed)
I have bought many items from Castore and the quality cannot be faulted, The delivery and returns policy is very good, in theory. The problem is that I returned some items on the 9th June via Castores delivery partner, Evri. On 20th June I had to contact their customer service dept as I had not received my refund and there had been no communication confirming that my return had in fact been received by them. Despite getting a prompt response via e mail there was still no confirmation that my return had been received only that the refund process can take 14 business days. This is the second time I have experienced this issue with Castore. Firstly, when a huge amount of business is conducted online then providing customers with confirmation of receipt of returns really should be standard procedure, as it is with most other companies. The customer should not be left not knowing and the onus should not be upon them to have to seek confirmation. Secondly, the length of time it takes to process a refund really should be better than 14 business days or in this case longer and requiring yet another chaser e mail as I still have not received it despite being told it should have happened yesterday. Sadly your customer service is not quite up to the same standard as your products. Edit to the above. I contacted Castore via e mail as mentioned above and within the hour the refund was processed. I have since had communication from Customer Services apologising for the delay and they also provided details of how they can hopefully reduce or prevent this from happening again by making changes to their working practices. Faith restored and five stars now awarded for both the products and Customer Service.