Very disappointed
I purchased an order from StepnPump on 31 May 2026 via Klarna. The order was despatched on 6 June 2026 and, upon receipt, I was disappointed with the quality of the merchandise and decided to return the items.
I returned the goods by Royal Mail Special Delivery at my own expense, costing £15.95. The parcel was signed for by Charley at StepnPump on 17 June 2026, confirming receipt of the return.
What I found particularly disappointing was the complete lack of communication following the return. Despite the parcel being delivered and signed for, I received no email acknowledgement that the goods had been received and no update regarding the status of my return.
In addition, StepnPump failed to notify Klarna that the goods had been returned. As a result, Klarna contacted me on 21 June 2026 requesting proof of postage and delivery, which I had to provide myself. At the time of writing, my StepnPump account still incorrectly shows the order as being "on its way" to me despite the return having been delivered and signed for several days earlier.
Whilst I appreciate that returns can take time to process, I found the lack of communication, failure to acknowledge receipt of the returned goods, and failure to update both Klarna and the order status extremely unprofessional.
Based on my experience of both the product quality and the handling of my return, I would not purchase from StepnPump again.