Terrible customer service and unfair practices
Read the reviews we are all experiencing Appalling customer service and theft - white fox do not refund they are desperate for money
Ordered a hoodie arrived too big as they don’t offer ‘exchange’ as an option as all I wanted was a smaller size - I opted for store credit and as soon as they received my return I duly ordered the smaller size. Unfortunately this did not fit so again returned and opted for refund to card. Herein starts the problems..
They are holding my money in store credit as the second order had trumped the very first payment method despite them not offering the option of an exchange: Consumer Law UK stipulates:
‘Some retailers try to treat a reorder for a different size as an “exchange workaround”, but legally they cannot force that if you exercised your cancellation right’
I emailed on 22nd Feb as soon as i received return confirmation stating store credit - this was answered at 1am - I responded as was unhappy with store credit and was ignored until I emailed white fox business chat through instagram and low and behold responses come again out of uk business hours. Business chat emails are inappropriately ended with an ‘X’ and red heart emojis - seriously not on.
They will not refund and will not supply their formal complaints procedure stating they have no email for this or UK telephone contact and have closed my enquiry.
So beware to anybody wanting to return to White Fox - NEVER EVER OPT FOR STORE CREDIT always opt for refund even if you are reordering just a different size.
White fox will respond to this post with lies and as I have commenced chargeback with my card provider, White fox will incur far more in costs than what they are unfairly holding in ‘credit’ from me. A dispute resolution with Klarna has also been actioned.
Antwort von White Fox Boutique
Hi Emma! We’re very sorry to hear that you feel this way about your experience.
After reviewing your order history, we can see that our Customer Care team has assisted you in line with our returns policy. Your most recent return was processed as store credit because the order was originally paid for using store credit, which means the refund can only be issued back to the original payment method used on that order.
Unfortunately, once store credit has been selected for a return and then used to place a new order, we’re unable to convert that credit into a refund to a bank card. This is outlined in our returns policy. As a reminder, we currently offer returns for either a refund (to the original payment method) or store credit, rather than direct exchanges.
We also apologise if the response times felt unusual. Our Customer Care team is based in Sydney, Australia, and operates during business hours Monday–Friday (AEST), which can result in replies being sent outside UK business hours.
We understand that this situation has been frustrating, and we’re sorry that the outcome wasn’t what you had hoped for. Our team has always aimed to assist as best as possible within the guidelines of our policy.
Kindest,
White Fox
