Open Air Cambridge

Ordering to receipt of order was good.

I appreciated the ordering process as hassle free and received my item within a few days without any problems. In fact, the postman kindly called me, as I had requested (so the message was passed on), and delivered my item to a neighbour on request. He had offered to come back later and called me to confirm that my package was safe.
However, I ordered an item a size too big and as there was no smaller stocked item, I requested a refund. I called twice and spoke to helpful advisors who clarified I would first be charged £5 for sending my item back 'post free' on the return label. When, at the post office, I was told I needed to pay for postage, I called back and was told that £5 would not be deducted from my refund for returning my item, and this was followed with an email stating I needed to pay to return my item. I received an email today confirming a refund which was £5 less than what I paid. ???? Not happy! And very annoyed that I now have to call and ask for that money back. I suspect I will be told 'no'.

martedì 13 marzo 2012

Risposta da Open Air

Hello Nicola

I am terribly sorry that you were under the impression that all of the postal charges for returns are covered by us. We did try to make our policy as transparent as possible, the third sentence on our ordering information page says: "We will charge £5 to partly cover our P&P for items which were supplied “Post Free”.".

I understand that you would rather have the item exchanged for size S which we don't have. As a goodwill gesture we will refund you £5 pounds that was to cover our P&P expenses. We hate leaving our customers unhappy and we would like you to have a good impression of shopping at Open Air.

Kind Regards

Jan Schmidt