A year down the line
A year down the line, I still have not received the refund.
A gift card was offered. But given that I tried every single avenue to arrange a refund well within 14 days of purchase, I am entitled to a full cash refund.
The situation is a bitter shame for a high street retailer, as the value of Aspinal products I would have purchased over the past year would far exceed the refund amount. But I cannot bring myself to purchase from Aspinal until I receive a cash refund, and sadly cannot recommend Aspinal to others.
Nicholas
01/10/2019:
It turns out my experience below breaches the Distance Selling regulation, given that Aspinal has not provided a full refund for an online order despite attempting to arrange cancellation within 14 days of ordering.
Having had numerous birthdays, celebrations and promotions over the past year - where an Aspinal gift and treat would have suited perfectly - with the cloud of no refund over my head, I have not been able to bring myself to purchase from Aspinal again.
A customer, lost.
Nicholas
03/03/2019:
Tainted by after-sales
Order number: WEBS550270
I have been looking to return an Aspinal item since mid-December. Two months down the line, I’ve been left without a refund.
I tried numerous phone calls and emails (to various Aspinal email addresses) within seven days of ordering, and received one acknowledgement that I would receive a reply within five to seven days. This did not happen, so I tried contacting in the New Year, but to no avail.
With my hope dwindled and options limited, I left a TrustPilot review at the end of February to share my experience, and surprisingly Aspinal were in touch the next working day.
“Fantastic”, I thought, “I’ll finally get a refund”. Well, unfortunately not.
Despite following their refund policy to call within seven days of ordering to arrange a refund, I have only been offered a credit note, because the refund was not arranged within seven days of ordering, as Aspinal did not pick up the phone or reply to my emails within the period. Baffling, as I’m now left accountable and out of pocket for the company’s failure to reply to me.
This is unacceptable and embarrassing for any retailer (not least one that positions itself in the luxury segment), to leave the customer questioning their relationship with the brand over a nominal sum.
It seems Aspinal have forgotten the retail truth that: Value = Price + Quality + Experience. The premium-end of the high street is saturated enough that shoppers do no need to deal with retailers that cannot deliver a strong after-sales experience. Shame, as I’ve really enjoyed using Aspinal’s leather goods over the years.
Nicholas
23/02/2019:
Unacceptable after-sales service
Order number: WEBS550270
I have been looking to return at item since mid-December.
I have tried numerous emails and phone calls, to no avail.
Failing to reply to emails and phone calls after more than two months is unacceptable for any brand, not least a brand that positions itself in the luxury segment.
Nicholas
