I am very frustrated about the logistics of return and even more, the next to none customer service. I am based in Australia, when I initiated a return in January 2019, I was given their Australian warehouse address to return to, I sent my parcel within 1 day and I could see from my tracking that it arrived in the given warehouse address within a few days. I never got my refund. It is NOT my responsibility to ensure the Australian warehouse and Singapore warehouse ship between each other properly, if you gave me an Australian address, I am only responsible for making sure my parcel arrives to that warehouse.
Every time I followed up with customer service through email, it took them one week to reply with just a generic answer “please allow 6 to 8 weeks”, and once I gave them the tracking number to investigate, they never replied me back. So I contacted again using online chat, the customer service only gave generic answer as well, saying, “we will revert back by email” which they never did. Also, no one ever picks up the customer service phone number. What makes me more angry is that the customer service online sounds very rude and apathetic, she didn’t care if I was frustrated with the situation by saying things like “if you want to complain, send it to this email address”, “if no one is picking up, that means we are busy”. Very little respect to the customers.
The back and forth took 3 months already, it is April and no one in Charles and Keith has been able to give me a solution. I have been a long term customer with C&K, and after this incident, just purely based on the customer service quality, I am not going to buy from them again. There are many more brands out there that respect their customers more.
- Thank You! We appreciate your effort.