AGOLDE sends used, damaged products to clients and then won't refund their return shipping lol
I’m extremely disappointed with my experience with AGOLDE (OWNED BY CITIZENS OF HUMANITY).
I was sent a defective t-shirt. Instead of simply resolving the issue and reimbursing the return shipping for a faulty item, I was met with resistance over £8.
The representative handling my case, Darren, was dismissive and rigid in tone. Rather than taking ownership of the fact that the defect originated on their side, he repeatedly defaulted to policy language to justify not refunding the shipping because multiple items were included in the return. That technicality ignores the core issue: I would not have needed to return anything had I not been sent a defective product.
This was not my first interaction with Darren, and the pattern is consistent. The communication feels adversarial rather than solution-focused.
For a premium denim brand charging premium prices, the customer service is shockingly inflexible. Arguing over £8 after sending a faulty item reflects poorly on the company’s priorities.
I expected professionalism and accountability. Too bad AGOLDE isn't familiar with these qualities.