Sandro Paris

Complaints

I visited Sandro in Barcelona on July 3 and bought 2 tops. When I came home in the Netherlands I noticed that one of the tops had been charged twice. Given that I am no longer able to visit te store, I would like to receive the money back on the same bank account as used to pay for it. I have already contacted customer service about this and they said they would contact the store, but it’s been a while and I did not get my money back, nor do they reply to my reminder email. Invoice # FS005301/00003926

I ordered 2 items on 25th April and they arrived in the post on 26th April, 1 dress costing £309 and another dress costing £329. I tried them on for less than 30 seconds as they were too large, I placed them back into the small layer of tissue paper into the same cardboard box they arrived in, no tags were removed or fell off and I taped it up carefully ensuring it was sealed. I booked a UPS collection for the first available day 29th April and they finally arrived back at Sandro on 7th May. I have received an email today which was not clear to me and didn't explain the issue fully but essentially they are not refunding me for either dress as they say the tag is missing from the "item". They haven't clarified which item/s this is for or how much they are taking from my refund. I called them and explained that I tried them on for a very short few seconds and didn't remove anything at all. I was very upset and wanted clarity on how to escalate this issue. They said they cannot speak to the Warehouse who made this decision but can put note on my account and I have to wait now. The email from the warehouse is very unclear, see below but it says that the items will be returned to me... I didn't do anything wrong here, I always take such good care of items I try on and I package them back extremely well. I have received no proof of the labels being missing, no detail on which items they are referring to, I am shocked and saddened that my money can just be kept when I would notice if a label came off and I would tell them this had happened. I would NEVER ever return an item having taken the label off. Why would i then expect a refund if I had done this. I place online orders very regularly and am very versed in this process and I have never once had a decision like this made with anything I have returned. I want a full refund as I am due. I am truthful and honest and haven't done anything to change the items from how they were sent to me. I wish I had photographed the items in the box or video'd me putting them back in the box. This is clearly what I have to do in future to avoid this happening. Which is sad. I cannot be within £638 it is a lot of money and I need this refund. Dear Michelle, We hope this message finds you well. We come back to you regarding the return of your order 820409441. Following the rutinary insepcion of the returns, we have comprovate that your item are not conform to the return policy, cause the have not the original label on it. For this reasons, we can not accept your return. The return parcel og your order 820409441 will be automatically sent back to you in the following days. Please apologize. We remain avavilable if you need any clarification. Thank you for choosing Sandro. Best regards, Maria Sol from Sandro.