I bought three clutch bags with stars on them as presents. Two were perfect one was not. The stars were badly printed on this one - HB blamed everything but themselves for this including transit damage (which could not be the case). I filled in a return ticket on-line and put the reference to this on the paperwork with the returned bag.
When they got it back I got a confused email from them asking why I had returned it as they had no related correspondence. Not a great start.

They claimed several times that as it was a sale item it could not be refunded. It was faulty / not as described and therefore surely they are legally required to refund the purchase price? This was refused.

They partially refunded based on the ‘transit damage’ and said they would send back the original bag. Two weeks later it has not arrived back.

After much complaining they eventually said they would send a new one out but sent the wrong style. They then sent the right one.

They did eventually make it right but only after persistent chasing and refusal to accept their solutions. I cannot recommend them for their awful customer service.

Hello,

Thank you for leaving us a review of your recent experience, I am sorry you were not satisfied with the service provided.

At this time of year, we have a very high number of enquiries being handled and so we have a team of customer service reps working to field all enquries to meet the demand. If you received a message from us asking why you had returned an item this was just to be diligent and double-check all details to make sure your needs were met, I'm sorry if this caused you any concern.

Our policy regarding not refunding sale items is a long-standing one of ours, we of course would help to return/refund an item right away regardless of this rule if we assessed an item and found it to be faulty. We initially found the bag to be functional, and several people had inspected it several times before being dispatched. If there had been any noticeable damages or tarnishing to the item we would have contacted you immediately rather than send you a damaged item.

As the clutch bag was left intact on dispatch and arrived tarnished this would indicate it was damaged in transit, which we did offer to resolve for you by refunding part of your order cost back to you. We sent you a replacement in the post as well, unfortunately it was lost in transit due to the high demand for services like Royal Mail and DPD during the Christmas season.

We unfortunately did make an error in sending you the wrong style clutch, which we have since rectified and apologize for, we didn't mean to further upset you. I am glad in the end we were able to resolve the situation for you, I am sorry that you were not happy with the time taken to do so. Please understand that the multiple solutions we offered you were just in keeping with our standard practices and policies as a small independent business, this was not done to cause you any inconvenience or frustration.

Thank you for shopping with Hurleyburley, we hope to hear from you again in the future if we can help with an order in any way.

Kind regards,
Jack

Hurleyburley

Service rating : Good speedy service. Lovely presentation. Good valur for money. Very pleased.
Product : Lovely gift. I think the recipient will be pleased.

Hello,

Thank you for your order with Hurleyburley, we're really happy to hear you were satisfied with the service you received! Please let us know if there is anything else we can do for you in future, and be sure to bear us in mind this Christmas. As a small business we understand the importance of providing high quality jewellery to ensure years of sentimental value, and would be more than happy to help you make this Christmas a perfect one!

Kind regards,
Jack

Hurleyburley

Lovely quality products, presented nicely and posted out within hours of ordering.

Hello,

Thanks so much for your kind review, it really means a lot! We're very happy to hear you were satisfied with your order and the service you received and hope to hear from you again in future!

Kind regards,
Jack

Hurleyburley