Sana

Apr 6, 2025

Not ready to deal with international returns, poor communication

Dear Bara, I noticed your brand in one of the magazines whilst travelling and thought about giving it a go. It was a good first impression, but then things started to go wrong one after another. In my order confirmation email, the items I ordered were listed, but no sizes were mentioned (I am still wondering who is John Smith though mentioned in that email). 4 days later, I got a dispatch email where different sizes to the ones I ordered were listed. I reached out to Bara to confirm what exactly has been sent to me. They have sent me an invoice for somebody else's order with all their personal information (!). I flagged it up and got my invoice, thankfully with the correct sizes on. Confirmation that correct items were dispatched I had to chase again. It took 18 days to be delivered to the UK. But that’s ok, I was not in the rush and things with deliveries and customs do happen. Leggings were ok and I decided to keep them, but merino thermals were unbearable itchy on my skin and despite sizing down still too big. I decided to send it back. I have read all the return info on the website, followed it and paid for the return delivery. I have also provided Royal Mail with Bara email address and sent an email to Bara with tracking info. And then the worst started. A few weeks later I looked into it again and my parcel was still with customs in Sweden and said that if they need any more info they will contact the recipient (Bara). Bara told me nobody contacted them. I contacted customs and carrier myself and was advised that they need some extra contact information which Bara has not provided. I have forwarded this to Bara myself with list of all the info needed and email where it needs to be sent + copy of the correspondence with Postnord. There were multiple emails back and forth during which my direct questions were ignored, template copy paste messages sent again which were not relevant to my email, one email was in Norwegian (thanks to Google translate I was able to understand it) and I was blamed that I did not use Bara return label (which is never mentioned in their return info or provided). I am not sure if it was a language barrier or lack of attention to details, but the communication with Gly was exhausting. In the end I got an email that they will refund me and it also said that ‘For the rest of your order, you will receive the tracking information once shipped.’ Seriously? Again absolutely irrelevant text copied in. Your brand has a potential with unusual designs, but current level of customer service and difficulties with returns definitely is a barrier, and is a ‘no’ for me in relation to any future orders. I hope you will be able to resolve this! All the best!