Yvette Janse van Rensburg

One of the worst Customer experience ever

I have one of the worst customer experiences ever with The Wellington Leather Co. Due to no feedback or communication this is my last resource. I have emailed and phoned Wellington Several times and are still waiting for feedback or a response. I wanted to order Ladies Bonnie Vellies - Diesel Toffee as my sister and her husband have Wellington Vellies and said it is very comfortable. They did however tell me that I need to order a size bigger as my sister had to return hers due to the size being too small. I wanted to make an online purchased for Ladies Bonnie Vellies - Diesel Toffee size 6 but the website was not working and I then emailed Wellington Leather to let them know about the error. Wellington Leather then informed me that they changed their style of the vellies and that if I wear a size 5 I should order a size 5. They even promised that if the size 5 does not fit they will personally exchange it for me. On 1 June 2018 I ordered a size 5 and paid for the Vellies and delivery. On the website it indicated that the vellies take up to 30days to deliver. After just over 30 days I contacted Wellington Leather as I have not heard anything from them. They then told me they are out of stock and it might still take a few weeks. After a few weeks I contacted Wellington Leather again as no feedback or communication has been received from them. The did not keep me up to date at all. On this occasion I was informed that they expect to get stock in soon. By mid-August I contacted them again and only then they told me they have received stock and I will receive my Vellies in the next week or so. I had to follow up again as I did not receive my Vellies in a week or so. I even had to go onto their Instagram page just to get someone to respond to my queries and follow ups. After 3.5 months I eventually received my Vellies. But to my disappointment it did not fit. My Mom then said she will try them on and if it fits her (As she wears a 4 or 5) she will take it. But it did not even fit her. So I contacted Wellington and ask if I may exchange it as they promised. Wellington Leather informed me that they are out of stock and will not be able to exchange it. I can return it to them and they will refund me. When I ask how the refund process works they told me I had to go to the nearest Post Net and post it myself. With all my other online purchase the company usually send someone to collect the items where it had been delivered. I have returned the Vellies to Wellington Leather via Post Net as per their request and informed them of the delivery. I have send an email with my banking details and has also phoned twice. It was promised that the owners of Wellington Leather will get in touch with me. It is now 1.5 weeks later and I have received no feedback what so ever. I am still waiting for my refund (Vellies and Delivery as it was promised they will personally exchange it). This is really an unpleasant customer experience going on for almost 6 months. I wanted to order Bonnie