Millie and John Opiniões 1188

Resposta da Millie and John

19/04/2023

Hi Anonymous,

Thank you for taking the time to leave us a review.

I'm a little taken aback at the numerous false claims, so would like to take this opportunity to clear our name for anyone who could potentially be reading this, as we are a small family business and false claims like this can be detrimental to our livelihood.

We never at any point refused a refund, in fact, we offered both a repair OR a refund, and apologised that we couldn't offer a replacement as we didn't have another of those items available.

We never at any point claimed the item had been used. We asked the customer to confirm if the item was unworn, unwashed and with labels still attached, which is standard procedure when assessing a faulty item claim as we need to determine whether the fault could have been down to wear and tear or general misuse.

Finally, the item in question was £10.13 not £13.50 and was below cost price - if we were a stingy or greedy company we would not be selling our items for below what we paid for them.

I would also like to confirm that yes, there were 10 emails in our email thread, however, only 4 of those from ourselves: the first replying to your initial email (within 24 hours, and within 45 minutes of returning to work on Monday), apologising and asking to confirm the item was in original condition, e.g. unworn, unwashed, with all labels still attached; the second confirming the item was unwashed, as this had not been addressed in your previous two replies; the third offering a repair free of charge; and the fourth email offering a full refund.

We explained in our fourth email that we could not just blindly accept a return without inspecting it first based on the facts available to us: the item was thoroughly inspected prior to dispatch (as all our items are) and no fault was recorded at this point (if our warehouse team member HAD caught a fault, the item would not have been sent); the fault was addressed four days after delivery, which is ample time to wash and/or wear an item; it was confirmed the labels had been removed when there was no need to do so as they were on a long string attached to the back of the item and could have been easily flipped out to try the item on; and, finally, in the pictures provided, the item didn't appear to be in the same condition it was sent out due to the frills and lace sitting differently and the fabric appearing "softer", i.e. as though the item had been washed.

Had the labels still been attached we would have of course issued a prepaid returns label so the item could have been returned free of charge, however, as the lack of labels meant the item was no longer in original condition we could not do this prior to receiving the item back here and therefore would have refunded the cost of the postage AND the item once we had inspected it and ascertained that it WAS in original condition aside from the lack of labels (i.e. unworn and unwashed).

I'm very sorry we didn't get it right on this occasion, however, we did try our very best to accommodate you, and are unsure what else we could have done considering you also informed us that you were going to repair the item yourself.

TLDR: We are a small family business who pride ourselves on our customer service (without you guys, where would we be?!), and spent absolutely 0 time in refusing this customer a refund. We offered a refund or a repair, and would have offered a replacement if we had another of the items available.

Resposta da Millie and John

19/04/2023

Hi Paula,

Thank you so much for taking the time to leave us such a lovely review.

We're so pleased your orders arrived to you quickly and you were happy with the clothes you chose - I spend a lot of time photographing and editing images of stock and writing product descriptions, so I'm especially grateful for your "exactly as advertised" comment.

Have a lovely day!

- Ellie

Resposta da Millie and John

19/04/2023

Hi Stephanie,

Thank you so much for your lovely review.

We are so grateful that you have continually chosen to support us for over 3 years - that's just insane, and we are SO thankful for customers like you. Our communication and delivery speeds are things we really pride ourselves on, so I'm so glad they're recognised.

Have a lovely day!

- Ellie

Resposta da Millie and John

19/04/2023

Hi Russell,

Thank you for taking the time to leave us a review. I'm so pleased your order arrived to you quickly and that you were happy with the shoes when they arrived.

Have a lovely day!

- Ellie

Resposta da Millie and John

11/01/2023

Hi Catherine,

Thank you so, so much for taking the time to leave us such a lovely review, as a small family business they really do go a long way.

I'm so happy you're pleased with our selection of brands and choice - it's something we spend a lot of time deliberating over! - and I'm pleased to hear your order arrived quickly.

Have a lovely day, Catherine!

- Ellie

Resposta da Millie and John

11/01/2023

Hi Chloe,

Thank you for taking the time to leave us a review.

As per our email correspondence, it just wasn't possible to combine both orders as they were placed two days apart during our Christmas break (first was placed at 13:22 on 26th December, and second was placed at 15:27 on 28th December).

We returned to work on the 3rd January and started dispatching orders and replying to emails (in the order of oldest order/email to newest) straight away. Your first order was dispatched this first day, as it was one of the oldest orders, and then on the 4th January we saw your email. Because your first order had already been dispatched (within a few hours of us returning to work the day before) we sadly couldn't combine the two, thus we couldn't refund the postage charges either - we sadly couldn't do this as a gesture of goodwill either as both orders comprised of heavily reduced sale items.

I'm sorry you feel this is worthy of leaving us a 1* review, we always try our best to be as helpful and accommodating as possible, but it just sadly wasn't possible this time.

- Ellie

Resposta da Millie and John

11/01/2023

Hi Samantha,

Thanks so much for taking the time to leave us a review, you don't know how much we appreciate it!

I'm so glad you're pleased with your order - keep an eye on your inbox because I've sent you a lil something for your next order.

- Ellie