Atrocious service from Joshlin Simpson

I write this complaint with a growing sense of frustration and disappointment that I never thought I'd associate with your brand, the purpose of which is to vehemently express my dissatisfaction and to demand immediate action concerning a recent online purchase of a Verage suitcase.

As soon as my order was delivered to me, I detected a glaring discrepancy in the colour of the item received in comparison with the item I had ordered, as was graphically depicted online. Not only is this patently misleading, but, having re**** solely on the pictures depicted on the website when placing my order, it is blatant false advertising.

My attempts to reach out to your customer service team via email and telephone have fallen on deaf ears. Despite sending clear and concise messages, I have been met with a level of incompetence and inefficiency at the hands of Joshlin Simpson that is nothing short of infuriating.

Joshlin Simpson’s customer interaction skills leave a lot to be desired, and, as “head of customer services”, her arrogant, uncooperative attitude is highly inappropriate and downright appalling. For one week, I have been pushed from pillar to post by Joshlin, who, despite my clear, lucid request for a speedy resolution, feels the need to constantly drag out this ordeal by refusing to comply with my request, let alone the consumer protection laws by which I am legally protected.

I find it unconscionable that a company of your stature would disregard a loyal customer's grievances with such blatant indifference. My faith in your brand has been irreparably damaged thanks to this appalling experience. The lack of accountability from Frasers Destinations for a case that is tantamount to false advertising is appalling.

Having purchased the suitcase for an upcoming trip, I requested that you take immediate action to address this matter. However, despite the blatant negligence with which my order was handled, and the egregious lapse in service from Frasers and Joshlin Simpson in particular, your company refused to acknowledge any wrongdoing and, despite informing you numerous times - and well in advance - of my travel dates, you refused to replace the incorrect suitcase with the one I had ordered and paid for. To compound matters, Joshlin had the nerve to insist that I shoulder the cost of replacement, when it is Frasers’ false advertising and monumental blunder that caused this tremendous inconvenience. The swift replacement which I requested - and which Frasers is legally obligated to honour - was never forthcoming.

It is a grave injustice that I, as a loyal customer, have been made endure such insufferable indifference and disrespect. Having implored you to rectify this situation with the expediency and professionalism that I had once associated with your brand, I have, instead, been subjected to a level of inefficiency and inaction that is unconscionable.

I expect an immediate response from your company acknowledging this matter and committing to an immediate collection of the incorrect item - at your cost - and a full refund.

This matter demands your urgent attention.