Spookykook Reviews 5

This isn’t my first time ordering but it will be my last. Customer service has gone downhill, despite every communication saying to allow 48 hours for a response you will be lucky to hear back in a week. I placed an order 11 weeks ago, stated 2-3 weeks and I am still waiting. Have been told twice that it will be out to me but I am still waiting and have had to raise a claim to get a refund now as I am, quite frankly, fed up of waiting.

Really lovely customer service and amazing unique products.
Highly recommend!

Awful customer service.
I placed an order on 11 Jan for a long sleeved top. I knew delivery times were long, about 3 weeks. So on 2 Feb I sent a quick email asking if they had an update. They replied that the tops were only just being sent to them and because of a known issue with Royal Mail and International mail, they were delayed.
Fine, I understood that and also that they were moving warehouses.
However, I didn't get any other updates. No email to say it was being posted, nothing.
I emailed again on 23 Feb and was told it was being posted the following Monday.
Again, no postage update email, so I waited and waited.
Finally on March 10 I chased again. I left it over the weekend and then tried reaching out on Facebook. You can't leave reviews on their Facebook page and any comments you leave are reviewed first, so of course my post was never published.
I emailed again on March 13 to the email address on their website.
They answered that day to say the email address on their website is no longer in usage (so why have it there?) and that my item was sent to me but had been returned to them undelivered.
I don't believe this because I never had any postage update email from them. The item was a top, which would fit through the letter box. I work from home and we've lived here 10 years with no postage issues. And despite the fact that I had paid for the top and had bought from them before, they didn't contact me about the order - I had to do all the chasing.
It felt very much like they were making excuses instead of just owning the mistake, which I would have forgiven if they had just been honest. But their apologies felt insincere.
I finally received the top on 22 March. 10 weeks after I first placed the order. And yes, it came through the letterbox with no issues at all.
I am sorry guys, but your customer service experience is horrendous. Making customers feel like it's their fault that an item they paid for hasn't arrived? You need to own your mistakes at the very least. I would not buy from them again, which is a damn shame as I've friends who shop with them who are equally reluctant to use them now.

My girlfriend absolutely loves this company. Amazing clothing items you just can't get anywhere else online. I could shop for her exclusively at Spooky Kook and she would love it. Such a great selection as well as friendly competent customer service.

Gorgeous clothing! Such a huge range of sizes too. Customer service is awesome, and they're willing to help with any changes to items. Very impressed!