July 2019 by Maryna A
Hello, In this review I would like to share my unfortunate and disappointing experience I have had with Allsaints in December 2018. I would never have thought that anything like that could happen to me, however, I had to go through some stressful time and humiliation. Allsaints has been my favorite brand since 2012 and I have never missed a chance of visiting the store when I see one. I have definitely had amazing experience every time I shop and wear their items. Very recently I have decided to order a few items from their online shop - leather jacket and jean jacket. When received, leather jacket run a bit large (not like other allsaints jackets I own), and I have decided to return it. I went to the store with the box and receipt and attempted to do it there. The store manager told me that the item has to be returned though UPS shipment and that she cannot accept the box even if I just drop it at the store and then UPS people will pick it up. I have definitely felt concerned since the value of the jacket is high as all other leather goods in the store. But at that point I was not given any other option, and the following day I have dropped it at UPS location, hoping that return will be processed fast and safe. One month after I have not heard from Allsaints and decided to reach out. In their response they told me that they never received the jacket and, instead, they received 1 (one) non-allsaints shoe in the box. They also told me that they will not give me my money back ($322). Allsaints representative noted that it usually takes 3 weeks for them to open the box after they receive it in distribution center, and that they have contacted receiving people and were notified that the box had no jacket in it (only one shoe). The purpose of this review is to let potential Allsaints buyers know that it is very important to exercise caution returning items that go through the distribution center (Bolingbrook, IL, USA) because, as it has happened in my case, the items there are being stolen and replaced. I am not sure on what stage of the process this happens, but most likely during these 3 weeks when they are being held in distribution center before processing the return. I do believe Allsaints could have done a more diligent investigation and looking into my case. Instead, they sent me back that one shoe that I have never seen before. It is rather humiliating experience, when you understand you have been robbed by someone, because you were simply following the rules set by Allsaints return process, and indirectly accused of sending the shoe instead of leather jacket worth $322 USD. Please, be persistent when returning high value items in the store- call manager/supervisor and take pictures as an evidence of your return. Allsaints, on their part, needs to rethink the process of returns as well as listen to their customers more attentively; give the benefit of a doubt and have faith in the loyal and trusting customers. More control over return process would help avoiding situations like mine and losses of customers.... Read More
