oswaldbailey.com Reviews 84

1. Millets allowed me to order an item online but after waiting I simply saw a refund in my bank without any contact. I emailed and they did apologize and say sometimes things are out of stock. The item remained for sale on the website...
2. I was not happy with an item because it did not match the description. On checking I found that it would cost me £3.99 to return!!
At the moment so many companies make it easy for customers to complete a free return eg by Hermès or a pickup shop etc. I won’t hurry to order again from millets in case it’s not right for me.
Millets need to catch up, as customers will soon choose a supplier with easy free returns.
Free and easy is the way to go...

Absolute nightmare to obtain a refund in accordance with consumer regulations.

Ordered walking boots, arrived but unfortunately had a manufacturing fault so returned straightaway. Heard nothing after nearly 2 weeks, no refund, no confirmation of return, so emailed customer services. Received reply confirming goods received but not processed, and to get in touch again if I didn't receive a refund in a few days time (!)

Received a refund for boots and delivery charge, 16 days after they had arrived at the warehouse (which is 2 days later than the regulations timescale) BUT no refund for return postage costs, which is a breach of regulations in respect of faulty goods.

Emailed to chase up. Got a reply requesting my telephone number as they wanted to provide further assistance by way of a call-back. And also requesting the 'invoice' as proof of return postage cost (???)

Firstly, I have never requested contact by telephone, and they have no right to ask for my number as a basis for 'further assistance' in dealing with this matter.
Secondly, goods where returned using Collect Plus, so Millets are fully aware that this is an online card payment process with no 'invoice' sent for payment (!) They are also fully aware that the cost of return is automatically generated when you enter the order number, provided by Millets, into the Collect Plus returns system, so they know exactly how much you've been charged anyway (!!)

They had already been sent the Collect Plus proof of posting in prior correspondence.

It appears that they deliberately try to frustrate and delay the refund process, especially in respect of postage costs, no doubt as most people would simply give up, viewing £3.99 not being worth the headache of trying to pursue!

I have now escalated the matter to their Customer Champions Team... you will need to google 'millets customer care charter' to find this page and the email address, because this section regarding their complaints process is not clearly listed on their website (yet another breach of regulations!)

Overall... a company who provides an extremely poor level of customer service and has no regard for consumer regulations!

Refund debacle
Returned beanie hat to millets on 7January and still no refund despite exchange of many, many emails. Responses from Customer care team are always prompt & polite but sadly they seem to be not equipped to resolve issues.

Millets are now suggesting I claim for non delivery of my returns from Royal Mail which I consider to be dishonest because I suspect the problem lies with millets who are still saying they never received the returned item.

Millets seem to be in great disarray. Having initially chased them for a refund several times and providing proof of postage etc they confirmed to me that refund would be in my bank account within 3-5 working days. When it wasn’t I chased again and they responded - Sorry to mislead you!! Exchange of several more emails and they are now suggesting that I claim from Royal Mail for non delivery.

To do this I need a copy of my invoice that I was required to enclose with the returned item so I asked them to send me a copy which they did. Unfortunately the copy provided was wrong as it totalled £8.79 not £29.45 I am now being told because their office is closed due to COVID they are unable to supply a correct copy of my invoice! Millets what is going on??? Is this company in financial difficulty ?

A very good example of a company that does not actually care about its customers...If I could give minus stars it would be a five.
I never received my order (20/12/2020) from this company and on their advice requested a refund. That was the 7 January - I still have not had the refund. Instead, I get excuses ranging from Covid to today's latest one of "it may be a store refund" - even though they are clearly aware of the current pandemic as it is one of their favourite excuses. How difficult is it in this technology-enhanced environment to reverse a payment. Unless there are underlying company issues and they are going to be declaring insolvency - then I will never see my refund.

Strongly advise against buying from Millers. They have lost my order, will not answer their phone help desk, and take 48 hours to reply to emails. They have given me 2 tracking number details neither of which are valid and are refusing to give me a refund

Like so many other reviewers I encountered unexplained delays with an order I placed last month. Millet's online Order Tracker simply doesn't work and requests for support to Customer Services were met with just a link to the Order Tracker. And as for that ridiculous service Bot called Becky who was prevalent on their site, that just served to infuriate. Each attempt to ask her for help got the response 'I don't understand'. Mercifully she appears to have been retired.

They've now had my return for almost a week and I fear I shall suffer the same fate as other reviewers and have to wait indefinitely for a refund.

I've used Millets before for online orders and never had these issues. I can understand that the COVID pandemic presents supply chain challenges but that's no excuse for downright poor customer service!

Boots arrived faulty. They didn't put it right. They're now in the bin and I didn't get my money back. Awful. Don't ever shop here.

Waited weeks for the order and the no free returns. Considering Covid-19 has shut stores, you'd think a free return alternative would be put in place.

I returned 2 items to Millets via Hermes on 6th Jan 2021. They have received my returns but have still not issued a refund 23 days later & counting. I have sent proof of postage to them. Made 4 phone calls now requesting a refund but I am just being ignored. I will never order online from this company again as the customer service is appalling.
I write a lot of reviews & always read customer experience’s. If customers have written bad reviews I would go elsewhere to purchase that item. Shame I didn’t checkout trust pilot first as this would of put me off purchasing from you.
You seriously need to sort out your return process as online shopping is the only way for customers to shop in this current climate. Customers are likely to look elsewhere if reviews are bad. Surprised your still trading to be honest looking at other customer reviews.

Ordering & Delivery good but not so good trying to send items back as no returns label and unhelpful customer service. My parcel was lost by Royal mail and although I accept that this is not Millets fault they have made no attempt to come to a compromise which I find unacceptable as other companies do their very best to keep your custom.
My family & I have therefore not ordered anything else from them.

Excellent delivery service.
Text to update each step of the order.
Delivered on time by DPD
Received within 4 days of order

I bought a pair of walking shoes for my wife at the above store this morning.We were served by Lizzie who was excellent.Her product knowledge and attention was exemplary.She was a credit to the company.
Receipt no.00754-2-44890

Thanks to excellent Store Manager and staff Nathan and Will, who were knowledgeable and really helpful in advising and locating alternative Christmas gifts. I received excellent customer care and thoroughly recommend them.

I ordered a pair of walking shoes in the sale at the end of November and the wrong colour arrived. I returned them after making a phone call to customer service who told me that they were no longer in the sale so I'd have to pay full price if I wanted the colour I'd originally ordered. After a second call I was told they'd honour the sale price but that they were no longer in stock in the colour I wanted. Seconds after my phone conversation and just out of curiosity I checked on line and managed to add 5 pairs to my basket in the colour and size I wanted. I decided to just get a refund and shop elsewhere. If only it had been that easy!
After an unbelievable amount of emails and phone calls and being asked to provide proof of posting the return, despite being told they'd received the return and it was waiting in the warehouse ready to scan, today I finally received the refund back into my account, Phew!!
It sounds like the customer service department needs a good shake up. I'm amazed this company is still in business.

They are fine if you don’t need to return anything. They don’t respond to emails and you will struggle to get a refund for faulty things you return. Avoid and shop elsewhere.

Ordered two items on the 30 November 20, received a text on the 1st December saying it was working its way through the warehouse, not heard a thing since!! E-mailed customer services 4 days ago then again after 48hrs, not heard a thing back. Tried calling it’s always engaged, no sign of the items or a refund!! Shame as they have always been so good in the past.

Online order never received. Phoned and emailed customer services. First told 3 working days for a refund. Chased after 3 days to be told the last person hadn’t processed, then told 10 days for an investigation into lost items. Asked to speak to a supervisor as not happy with the service to be told you can’t speak to anyone senior, advised the person I was speaking to had never met their supervisor. Still no refund or reply from my complaint email. AVOID!!

Ordered online, item was delivered within a few days. Good service, item as required.

Very poor. Placed my on line order & was told items would be with e within 3-5 days. After 7 days i emailed company, waited 24 hrs for reply. told they might be late due to covid. Waited another 3 days emailed again to be told they were lost in transit. (yodel) They emailed to say did i want to reorder? I did & emailed straight back. The next day they said my items were out of stock so i would get a refund. The next day i had email saying did i still want them & they were still in stock on Millets web site. I eventually got same items in 4 days from different company cheaper.

I placed an order on 1st November for 4 items totalling £123.32, on 4th November I got an email saying my order had been despatched (all 4 items) 3 days later I received only 2 of the items, the total amount had come out of my bank account. I called the customer service number and spoke to an adviser who said the other 2 items hadn’t been despatched yet and wasn’t sure when they would be but they were not out of stock. I waited another few days and still had not received my remaining 2 items or an email so I called again and was told the same thing. I had by this point returned the two items I had been sent as they were not suitable so I asked to cancel my remaining items and get a full refund. They advised this was possible and I would receive a full refund and email confirming this. I still have not received a refund or any email about this issue at all!
I am now with out any of the items or my £123.32 over two weeks later! It also cost me £3.99 to send the 2 items back! Absolutely appalling company I will not be ordering from this company again.
How long am I going to have to wait for £123.32 to be back in my account???