Menswearr - The Legend of Fashion Opiniões 

Resposta da Menswearr - The Legend of Fashion

Actualizada a 20/03/2022

Hi Eti,

Thank you for the feedback. First of all thank you for ordering form us all the way from Israel.

Just to correct, you didn't order via express service. You chose the shipping service of "Royal Mail International Tracked", which is not express shipping and also unfortunately not as fast to Israel as for other countries such the US and Europe.

The express service to Israel is far too expensive and still there are no gaurantees that the goods will be delivered on time.

You are right we responded everytime you asked us the status of the parcel but the fact is we do not get any live status from Royal Mail as they simply tell you to track the parcel and it will delievered or if it isn't delivered with 25 days for international parcels then they simply aks you to claim the parcel as lost parcel: So we had to wait atleast until 25 days have past sice we shipped it on 18/02/2022.

This is what Royal Mail says on their website. Please feel free to google:

"Loss claims should not be submitted until after 20 working days after the due delivery date for items going to Europe and after 25 working days for Rest of the World."

Unfortunately that's all you can do with Royal Mail is track and wait. We don't have any control over the parcels delivery speed over royal mail or any other couriers. So upon your request, we did check this with our Royal Mail Account Manager and were advised to wait until 25 days have gone past. We knew this already however as we have similar situation with another Parcel to Israel but we knew they do eventually get delivered but it take much longer. We knew you can also track so we didn't want to keep telling you the same thing.

Shipping problems that arent in our control aside, I'm very glad that you actually received the parcel. Hope you like the product.

Just so you can see the journey of the parcel from us to you, please see the tracking info below both from RM and Israel Post.

Tracking by Royal Mail:

Tracking number:LB778734520GB
Service used:International Tracked
Destination:Israel
Handed to:Delivery partner
Tuesday 15 March 2022
06:03
Delivered
PETACH TIKVA, Israel
Thursday 10 March 2022
06:43
Item Received
TEL AVIV YAFO, Israel
Wednesday 23 February 2022
06:14
Item Leaving the UK
LANGLEY HWDC
Sunday 20 February 2022
01:34
Item Received by Royal Mail
LANGLEY HWDC
Friday 18 February 2022
17:34
Sender preparing item

Tracking By israelpost

מידע על פריט אקספרס מחו"ל: LB778734520GB

print
תאריך פעולהתיאור פעולהיחידת דוארישוב
15/03/2022נמסר ליעדוסוכנות גולדפתח תקוה
13/03/2022נשלח מסרון הגעה ליחידהסוכנות גולדפתח תקוה
13/03/2022הגיע ליחידה לשם מסירתו לנמען (מספר מדף ג-608)סוכנות גולדפתח תקוה
10/03/2022מועבר להמשך מיוןמרכז המיון במודיעיןמודיעין


I hope this helps you understand How can we not have helped you in anyway to have expedited the speed of delivery.

For any future purchases, I recommend checking with International suppliers you're buying from to give you an idea of how long it can take for an order to reach your address before making a purchase.

Once again thank you for your business and feedback. We hope if If you now understand our situation with the shipping, then you would surely consider reviewing your feedback score here on Trust Pilot to a better one.

Kind Regards,
Menswearr Team

Resposta da Menswearr - The Legend of Fashion

5/03/2022

Dear MR PATRICK MCGUCKIN

Thanks for the feedback. Your ordered a size 48L which we sent immediately and once received you wanted to exchange the size down to 46L without paying for the 46L seperately. We agreed in good faith that we will send 46L in exchange while you send us back the 48L but in order for us to make sure you do send the 48L back to the correct address we offered a return label at a cost which you agreed. You also agreed to pay the half of the shipping cost for us to send you the 46L asap. You didn't have to agree to any of this. You could send the 48L back first and order 46L after us receiving the 48L back OR you could pay for the 46L as well as 48L and then ask for a refund once we have received the 48L back.

Please note to send out the two waistcoats in two different times, we incurred a charge of £18 (£9 everytime) and nd we charged you £3.90 but asking for your permission first. Nothing we did was without your prior knowledge and agreement so leaving this review has only come with a surprise to us.

As far the price of the waistcoat goes, I'm sure the price is based on costs that we incurr to get the products and it is advertised and you didn't have to buy it at all but you did and we are sure you did because you knew its worth it. We are very disappointed that for all our hard work and and trusting to send two products without charging for one, all we got is 2 star review. Thanks for the feedback once again and we hope you enjoy the product.

Kind Regards,
Menswearr Team

Resposta da Menswearr - The Legend of Fashion

Actualizada a 5/03/2022

Hi Sarah,

Thanks for the feedback. Our Customer service team will be in touch asap to help getting this resolved asap.

Kind Regards,
Menswearr Team


05/03/22
The below email was sent today on 05/03/22. Please respond to our email as sson as possible so we can resolve your inquiry. We did not rceieve any response to our email on 21/02/22.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
Hello Sarah,

Please can you call us asap on *** 541600 so we can find out about the return. We wrote to you on 21/02/22 after you left a review for us to contact us asap and requested for a tracking number for the return post of the jacket however we never heard from you. Your phone number is not connecting when we try to call so the only means we have is to email you and ask for the information we need to find out where is the parcel you sent back to us is. If you'd like to resolve this return and refund, please can you send the proof of postage and tracking number so we can track the item and if found issue you the refund straight away.

Many thanks
Menswearr Team.

Resposta da Menswearr - The Legend of Fashion

Actualizada a 20/03/2022

20/03/22:

We responded to your review after 10 weeks because, we deem it necessary to respond and picked a time when we found enough time to respond to your feedback in a thorough fashion. Becuase by refunding you in full we already resolved the problem at the time.

We responded to all your email prior to Christmas, During Christams, and after Christmas. The only email that was not responded to was on 13th December in which you copy pasted from your email on 9th and we did not much to add to our asnwer we did give you on 9th Dec as we did not hear from Royal Mail - Exactly like you did not get any answer by your local posta office. The parcel was with Royal Mail deilvered or undelivered and by tracking you knew that all along and you knew in those busy times Royal Mail would not help on invidual parcels status specially when they are shown delivered and signed for in the tracking.

Asa business, we do things out of our way like we are doing it now responding to your feedback even after 10 weeks because we think our customers need to know what went wrong.

Thanks for your time once again.
___________________________________________________

This is your second review for the same purchase and same problem that we did address on 9th December via an email in which we had the information from Royal mail that the parcel was indeed delivered to your address and signed for (By Royal Mail -- https://www.royalmail.com/track-your-item#/tracking-results/KB847837439GB).
Upon investigating we were told by Royal mail that parcel was delivered as per the tracking but if we need any further information, we need to wait for 20 days for them to check the status of an individual parcel. This is because They will need to ask the Wakefield Office to investigate and advise us what happened to your parcel and if you have not received it who did!
You send us an email on 13/12/2021 asking the same question for which we had the same answer - The parcel was indeed delivered on 02/12/2021 and Royal Mail wouldn't help until 20 days have been past. We were still waiting for Royal mail to update us.
_________________________________________________________________________________
Then your email arrived on "CHRISTMAS DAY" Sat, Dec 25, 2021, 9:32 AM:
Customer left the following 1 star review for the product Wool Blend Tailored Fit Brown Tweed Waistcoat by L A Smith, Order 965187397:

"Never arrived: Goods never arrived - emailed supplier but have got no response. Now having to claim refund through bank. Very very disappointed"
____________________________________________________________
We still responded even though we didn't have to on National Public Holiday:

Dec 25, 2021, 10:24 AM, We said:

"Hello

Thanks for the feedback. We will check and get back to you.

Kind regards"
-----------------------
Surely getting a response back on a CHRISTMAS DAY it should show you the intention of our customer service is there for you to help within their means.

But then another email from you on CHRISTMAS BANK HOLIDAY Dec 27, 2021, 4:12 PM and you said:

"The parcel was signed COVID but never arrived at the correct address"

How did you expect us to find out on Public Holidays that who signed for it and why it says Covid instead of your name? Like Royal Mail advises anyone from your Business Address can sign it for you.
We still again responded on Dec 28, 2021, 3:31 PM - on Another Public Holiday of Boxing Day Bank Holiday and we said:
""Hello Richard,
Thanks. We will check with Royal Mail once we are back to work fully from 4th of January and also when Royal Mail account management will be back too. Thanks for you patience.
Kind regards""
But this is what you said in response on Boxing Day Bank Holiday Dec 28, 2021, 6:42 PM:

"" Simon
To be honest I have run out of patience. I emailed you twice several weeks ago and your reply on the 9th was that I had signed for the delivery myself when in fact it clearly says COVID. You had two weeks before Christmas to look into this but chose to ignore my email on the 13th and hope I went away.
I am not particularly bothered if you are enjoying a nice long break as the post office is currently open and if it was me and my customers, I would be doing my best to mitigate letting us down.
It would appear the issue lies with the post office but it was your responsibility to follow this up two weeks ago.
Hence the poor reviews.
Kind Regards
Richard"
____________________________________________
This is unfair to say we chose to ignore your email on the 13th and hope you went away. We have responded to every single email you ever sent however if we don’t have any different answer to you same questions, we could not simply repeat our answers. You have a post office two doors near your address (as shown in google maps) you could simply ask them for any clarification if you were not getting and “satisfying” answers from us right at the time you wanted to respond to you.
You said post office was open on 28th December, which might be right but ROYAL MAIL Customer Service, Their Delivery and Collection Service was closed – and like we have said before there was no way we could’ve helped you to answer why your parcel was delivered at the address you wanted us to deliver but to you.
I honesty, after receiving your email we almost gave up after receiving the above response and though we might just refund you anyway. But we still did check with Royal Mail when we came back on 4th January as promised and waited for their answer (We never received an answer from Royal Mail). However, received another Review (This one) on 06/01/22 where you claimed we did nothing to investigate or refund.
Well, we did all we could to help. The situation was complicated. The parcel showed as delivered and then there were no one to help in Royal mail during public holidays. All we wanted is sometime to understand what went wrong and get it sorted.
We understood your frustration however and sent the below email to you Jan 7, 2022, 10:46 PM:
"Hello Richard,
Thanks for the email and thanks for your patience. Sorry we have been unresponsive as the business was closed from 24th December until 4th January and we have only just come back. I can see from the tracking that the parcel may have been sent back to our Pudsey shop. I will check tomorrow and let you know if it has. Deliveries during Christmas and new year aren't always smooth, and we apologise for the inconvenience caused. I shall get back to you early next week and update you accordingly. If you'd like a refund, we will gladly refund you however before we do that we need to be sure that items was not delivered at the address and that's unfortunately needs to be checked with Royal Mail and royal mail has been completely out of contact during the holiday season.
I'm very grateful to you for your patience. Please bear with us and we will sort this out in next few days.
Kind regards"
______________________________________________

We finally did find out the parcel was received and then returned to Royal Mail with a message "Return to Sender" which clearly means it was either not accepted or given to post office later to be sent back to sender. Then it was delivered back to our return address in Pudsay Near Leeds not our main warehouse after some time that we got to know after opening back up after Christmas Holidays.
Another Email we sent to you on an 9, 2022, 2:02 PM:
"Hello Richard,
Hope you're well.
Just an update for you. Out Pudsey shop received the item back with "Return to Sender" means someone either refused the delivery or accepted at once and then gave it back to the postman to be sent back to the sender.

For us the parcel was Indeed delivered as Royal Mail does also not take signatures from customers under covid rules when they are in force. So if a parcel is signed, we cannot assume it is not delivered specially when it is being delivered to a work address or block of flats as it can be handed to a Mail room or a concierge of the building and can take time to be handed to the addressee.

Unfortunately we are still unable to speak to anyone at Royal Mail. The way Royal Mail works is they ask you to wait at least 20 days before you contact them for a delayed or undelivered parcel. When you do after 20 days they'll simply tell you to claim lost parcel. This doesn't help in situations like Christmas because most parcels are delayed anyway.

As much as we would like, we have no control over Royal mail. However now that we have the parcel back, please advise if you'd like a refund or would you like us to send the order again.

Once again we're sorry for the delivery experience you've had and apologise for delay in responding your emails.

Kind Regards
-------------------------
you opted for a refund, and we processed a refund straight away.
All we can say is thanks for your patience during this testing time when we did all we could to deliver your purchase. It’s not surprising during peak times any Couriers can be under huge pressures and things happen. I would reiterate when we see a parcel have been delivered and signed, we cannot just immediately resolve the situation when customer say they did not receive an item but tracking shows delivered. As soon as we knew where the parcel ended and you did not receive it, we did refund with no questions asked. As a business we need to do our side of checks and make sure the parcels are actually not delivered when customers say they’re not delivered with help of couriers we use and it takes time unfortunately.

Resposta da Menswearr - The Legend of Fashion

20/03/2022

Hello Richard,

1. "Goods never arrived"
__________________________________________________
Thanks for your feedback. The order was delivered on Thursday 02 December 2021 12:08 by the Royal Mail Wakefield DO ... However as your address is a business it may have left with a work colleague who may or may not have told you.

2. "emailed supplier but have got no response"
______________________________________________________
You sent us your first email on Thu, Dec 9, 2021, 5:34 PM in which you said:

"Order not delivered to correct address.

Signature not known.

Premises are business open 9am to 5.15pm Monday to Friday and parcel did not arrive.

Please investigate, re supply or refund

Richard Wilson"
------------------------------
We responded to your mail within 41 minutes on Dec 9, 2021, 6:15 PM and said:

"Hello Richard,

Thanks for the message. Tracking info shows the parcel was delivered and signed for by yourself. We will check with Royal mail if this was delivered at the correct address. We will get back to you soon. It will help if you can check with your neighbors or in case if the address is business premises your work colleagues if Royal Mail has delivered to them.

Kind Regards, "
--------------------------------------------------
After which we never heard from you until Dec 27, 2021, 4:08 PM ---- On CHRISTMAS BANK HOLIDAY. We were also celebrating Christmas like everyone else and our Business was closed on Christmas Day Like Most Business in The UK.

As we didn't hear from you since the 9th December 2021, We obviously assumed you've found your parcel and happy with your purchase. However this is what you say in your email on CHRISTMAS BANK HOLIDAY at 4:08 PM:

""Please provide proof of signature as the goods never arrived.

Kind Regards. ""

To to much to our surprise without even waiting for our response to your email on Christmas Day, You left your first Negative Review on this Platform on Dec 28, 2021, 11:23 AM - on BOXING DAY BANK HOLIDAY.
Unfortunately we were closed on Baxing Day Bank Holiday too like millions of other businesses including Royal Mail, so it there was a slim chance we could've helped or answered your emails.

****A Bit of a Background of Your Order****

--Your order came through on 28 November 2021 at 22:46 and we shipped it on 30 November 2021 10.21 and sent you the shipping confirmation via email the same time.

--We used Royal Mail Royal Mail Signed For™ service with the Tracking Number KB847837439GB (That shown delivered on 02 December 2021 at 12:08 on the tracking info)


3. Now having to claim refund through bank.
_____________________________________________________

You didn't becuase you couldn't have during the long Christmas Holidays. We gladly refunded you soon after we knew the parcel was once delivered to your address eventually sent back to our return address with a note "RETURN TO SENDER", Which means the parcel was either refused or handed to post office after receiving.

I'm sorry for your disappointed however in this whole process we did exactly whatwe do for 1000's of orders we receive and this pack the products nicely and ship them with the couriers. Nothing is in our control once the parcel is with couriers.

I hope this helps you understand our side of story.

Kind Regards,
Simon

Resposta da Menswearr - The Legend of Fashion

Actualizada a 9/09/2021

Hello Aernout van der Goes,

We are sorry to see you are unhappy. Unfortunately we have absolutely no control over the time it now takes after Brexit for customs to clear goods, specially when it is a different country. Please see below the tracking info. The Shirt took over a week with customs in Netherlands and then when it was attempted to be delivered, you refused delivery. The courier company then advised you that you can pick it up from a local post office and you still didnt pick it up so now it is routed back to us.

During all that time you had the tracking number provided by us both via email and on your dispatch confirmation, which you could use to plan for receving the delivery even when you were not around.

As far your emails to us are concerened, we have now even checke our spam folder and there is no email from you. We are not sure where you sent your email.

In current circumatances post brexit we cannot guarantee shipping times as our courriers cannot guarantee shipping times. So As far as our sending is concerend we sent the shirt the next day of order and it got to Netherlands in a couple of days times. We never received any emails from you either so not sure which chanel of comms you used. for any order related inquiry emails are the way as we cannot answer phones or text messages all day long due to us being busy in shipping orders.

Once again we are sorry that you are unhappy. However we cannot control the situation.

Here are your tracking info:

Thursday 15 July 2021
14:49
Available for Redelivery or Collection
AMSTERDAM, Netherlands
14:48
Available for Redelivery or Collection
AMSTERDAM, Netherlands
07:55
Due to be delivered today
NLAMSA
07:20
Due to be delivered today
NLAMSA
Wednesday 14 July 2021
19:14
Arrived at Delivery Office
NLAMSA
19:13
Item Despatched
NLAMSA, Netherlands
19:12
Item received at Sorting Office
NLAMSA, Netherlands
19:11
Item has left the overseas International Processing Centre
AMSTERDAM INTERNATIONAL MAIL CENTRE, Netherlands
07:29
Released from Customs
Netherlands
Wednesday 07 July 2021
13:10
Your item is currently with Customs in the destination country.
Netherlands
13:09
Item Received
Netherlands
Monday 05 July 2021
09:56
Your item is currently with Customs in the destination country.
09:55
Your item is currently with Customs in the destination country.
Netherlands
09:54
Item Received
Netherlands
Thursday 01 July 2021
03:27
Item Leaving the UK
LANGLEY HWDC
03:25
Item Received by Royal Mail
LANGLEY HWDC
Wednesday 30 June 2021
19:24
Item received at
Swindon MC
16:33
Sender preparing item

further tracking details after there was no action of collection from the delivery office:

Friday 23 July 2021
22:45
Arrived at Delivery Office
NLAMSA
22:44
Item Despatched
NLAMSA, Netherlands
22:43
Item received at Sorting Office
NLAMSA, Netherlands
22:42
Item has left the overseas International Processing Centre
AMSTERDAM INTERNATIONAL MAIL CENTRE, Netherlands
22:40
Incorrectly addressed. Returned to sender.
AMSTERDAM, Netherlands
22:40
Delivery Attempted - No Answer
AMSTERDAM, Netherlands
22:38
Item has left the overseas International Processing Centre
AMSTERDAM INTERNATIONAL MAIL CENTRE, Netherlands