Church's Shoes
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Worst customer service
I bought a pair of Church's loafers online at the end of November 2019. They didn't fit well, nor did I think they looked particularly good, so decided to return them. I took them into the store at the Royal Exchange to return them, and was surprised to learn that they could not assist me because they (the physical store and website) are two totally independent entities. Anyway, I then had to go through the prices of an online refund, including a courier pick up. I was to notify Church's of my request within 14 days (I did) and to arrange the collection within a further 14 days (which was also done in time). The shoes were collected by the courier on 16th December. Since then I had heard nothing from Church's: no confirmation of receipt of the shoes, no confirmation that the refund would go ahead, nothing. Then, on 3rd January, I called them for an update. Turns out the shoes were received and approved for a refund over a week ago. I was told this was a very important step in the process before a refund can be authorised. When asked when I would have been notified of this important step if I hadn't called today, I was told that it would have been today, incredibly. The lady I spoke to blamed the delay on the "very many emails" they have received. The refund could take anywhere between "1 hour and 10 days" to hit my account, meaning it could be fully 6 weeks from initial notification of refund to actually getting the money back.