Very Very Poor Customer Service – £400+ Refund Refused Customer Service
Very Poor Customer Service – £400+ Refund Refused
I am extremely disappointed with the customer service from Fashion Nova.
I returned items from my order worth over £400, following the exact return instructions provided on their website. The parcel was sent using tracked postage and clearly labelled for return.
However, the parcel was returned as “Return to Sender” because their return address was not accepting deliveries. Despite this clearly being an issue at their end, Fashion Nova are now refusing to process my refund, stating that their distribution centre did not receive the parcel.
They have now responded saying that the item should have been sent to their U.S. return address in Santa Fe Springs, California. As a UK customer, this would have meant paying extremely high international postage costs, which were never clearly explained at the time of the return process.
It is unreasonable to expect customers to return items internationally at significant cost when the return instructions on the website direct you to follow the return process provided. Customers should not be penalised for issues caused by unclear return instructions or problems with the retailer’s own returns system.
I have tracking evidence showing the item was returned in accordance with the instructions provided.
Given the value of the order (over £400), this situation is extremely concerning. After researching further, I can see that many other customers appear to have experienced similar problems with their returns and refunds.
I have now formally requested a refund and given them seven working days to resolve this matter. If this is not resolved promptly, I will escalate the issue through Trading Standards, my payment provider, and other appropriate consumer protection channels.
Very disappointing experience and I would strongly advise customers to be cautious when ordering, particularly if there is any chance that items may need to be returned.
If you want, I can also show you the fastest way UK customers recover money from Fashion Nova (many people don't know this trick and it works very quickly for refunds over £100).