Castore
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Just poor service, from beginning to end
It's unusual that I type negative reviews but when companies as big as Castore completely drop the ball and then proceed to stamp on that ball and make it flat, you know something is wrong. I ordered a shirt from the Mclaren Store (Castore fulfill their orders and Mclaren as a business shouldn't suffer for Castore's incredibly poor service) and was greeted with a 10% off voucher AFTER I placed and paid for the order. When I questioned this Castore's standard operating procedure is to use polite fob offs and patronising emails to get rid of you, after some pushing (they don't like escalating things) they refunded me 10% but it shouldn't take that much effort - and sent me a generic complaint link. The shirt turned out to be a bit tight, so I returned it, it took Castore five days to acknowledge it had arrived and processed the refund in "dollars" (I'm in the UK and originally paid in pounds) 10-14 working days later and no refund had arrived, I used my e-mail to login into my account (that Castore had setup) and my account didn't exist, so had to type everything out again, ONLY when I flagged that I hadn't received the refund, then they actioned it. Again I was met with more polite fob off e-mails, it's the first time I've been so disappointed with a business that I contacted Mclaren's Director of eCommerce, who replied quicker than Castore and dealt with any issues I had (and she's a very busy person!) So if you have an issue with Mclaren store contact Caroline Land, they are taking great interest in how Castore treated me. Castore please don't both replying to this review, it will be another polite fob off "sorry we couldn't help you and you shouldn't experience this" - spend less on marketing and more on fulfilment and process. EDIT: Castore have requested more information, but it’s too late and as I still haven’t received the refund, next step is another e-mail to the CEO of Mclaren as you do not care.