Since Paperchase became a high-street store, I have been buying the same diary from them every year (I love the quality, the layout etc.) and they all line up wonderfully on my bookshelf.
Because of COVID-19, this year, I had to buy it online rather than instore and suffered a massive, confusing, not nessecary fight just trying to buy the same product I've always had.
Long story short:
- the dimensions of the diarys were wrong, and therefore I bought the wrong size.
- Trying to return the product, I needed a specific form of which I had to request and it took over a week for the customer service team to get back to me )I phoned, emailed, Facebook messaged & used their contact form)
- Its been a month since I sent the diary back to them, and I still do not have my money back.
- Also, I sent a query asking if they could let me know whether the diary I wanted still existed, which product code it had etc. and because they did not have enough customer representatives because of COVID, they weren't answering ANY product queries whatsoever.
I am so upset and dissapointed. After buying their (slightly overpriced) but lovely products for so long, I feel let down. Yes, its just a diary, but this is what I liked, I am still without one, I cant find a suitable replacement and I'm put off by the lack of respect Paperchase have given their customers and customer service team (they're probably overworked).