Good Product, Poor Returns Policy and Customer Experience
The product quality is good, but the customer experience around exchanges and returns is very poor.
Exchanges and returns always incur additional costs, which feels unreasonable for a premium product priced between €75 and €99, especially when customers cannot try sizes before purchasing. Even a full return leaves the customer out of pocket: the €10 return fee is high, and customers must also print the return label themselves, adding further cost and inconvenience. A QR-code, no-print return option would be a basic expectation at this price point.
Communication with customer service was also problematic. Midway through the email exchange, responses switched from English to German without explanation. Despite replying consistently in English, customer service continued to respond in German, which made the process unnecessarily difficult.
The packaging is disappointing. For a €75 dog coat, I expected more considered presentation, such as a box or tissue paper. Instead, it arrived in a black plastic bag, similar to low-cost drop-shipped items.
Overall, I would not recommend this brand. Significant improvements are needed in returns, communication, packaging, and overall customer experience to justify the premium pricing and build customer trust.