Camillaelphick Reviews

Appalling customer service and terrible quality

The worst customer service I have ever experienced I ordered a pair of heels the Tara heels which I hoped would be in my wardrobe for years to come The metallic leather coating was so fragile that after one wear most of which was spent sitting at a wedding reception and then standing still at a drinks reception they were marked and scuffed I wrote to Camilla Elphick to ask for a refund as is a consumer s legal right for a product which is not fit for purpose and hasn t lasted a reasonable length of time Initially I was told there was absolutely nothing they could do I was then told after further emails that if I returned the shoes and they were in the state photographed they would issue a refund On returning the shoes I was told it was my fault and that it was wear and tear - again there was nothing they could do I spoke to an incredibly patronising member of staff on the phone who told me it is to be expected with this type of leather and when I asked if she would be happy if a pair of shoes with a retail price of 268 were in this state after one wear she said that she would She did not listen during the conversation instead repeatedly telling me that their policy was that shoes already worn cannot be refunded and it was my fault She then told me she needed to wrap the conversation up and that their decision stood I reiterated over email I was entitled to a refund and that they were now in breach not only of the consumer law rights implied into the sale contract but also the agreement made over email to issue a refund on return of the shoes in their current state I later received an email to say a new pair of shoes were in the post as a gesture of good will except this is not a gesture of good will because the same thing will happen to the shoes again because their quality is extremely poor What I ultimately wanted and am entitled to is a refund for the product However Camilla Elphick refused to honour my legal rights and their word They need urgent training in both legal and customer service the latter because they are rude entitled and patronising and have no clue how to build a loyal customer base I would absolutely not recommend spending your money here not least because if you have any sort of problem they will have washed their hands of you as soon as your order is out of the door