2/5
Unresponsive customer service and SLOW SLOW SLOW return system
“ Was going to buy a pair of Ecco shoes on sale, and called Hautelook prior to buying, as the price was .03 under their $100 minimum purchase to qualify for free shipping. They agreed to the free shipping, and sent me an email to that effect - all well and good. It had to be in the form of a shipping "refund," as their online ordering system had no way to render the free shipping at .03 less than the minimum. Their own emails stated the refund would be "processed" in 3-5 days.
Of course, I got charged the shipping, and waited and waited - no refund. I responded to the emails from their customer service dept. - no responses at all to multiple emails from me. Finally, I was able to get someone on their chat line to provide the refund. OK.
The shoes were too large. I used Hautelook's provided system for return shipping at a fee of $6 - OK, reasonable. It took the package some 10 days to get back to them; tracking shows delivered. No refund yet. Went back to the chat line: 7 to 10 MORE days before refund is granted.
What a hassle! Back to Zappos for me. Customer service's lack of response to their own customers indicates they may have a larger problem somewhere. Not worth the bother to order from them again, at least for me.”