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Réponse de Modetrendz

5 juin 2025

Hi Lisa,

Thank you for reaching out, and I’m truly sorry for the ongoing issues you’ve experienced. This is absolutely not the standard we aim to provide, and I completely understand your frustration.

To address your concerns:

Wrong item received: Thank you for returning the clothes — I’m glad to hear the gift card was issued quickly, but it’s unacceptable that your replacement order also had issues.

Shipping delays: We sincerely apologize for the delay. Our current shipping times have been longer than usual due to [brief reason if known – e.g., warehouse delays, supplier issues], but we understand that this should have been communicated more clearly.

Refund still missing: If the item was marked as refunded but you haven’t received the funds, we’ll look into that immediately.

Lack of response: It’s not okay that your Instagram messages and emails were left unanswered — especially after seeing them. We’re escalating this now to ensure you get a proper resolution.

Please send us your order number and full name (if you haven’t already), and we’ll make this a priority to resolve. If you’ve already sent that information, we’ll follow up within [24–48 hours] with a full update.

Again, we’re sorry for the inconvenience and appreciate your patience. We’ll work to make this right.

Best regards,

MODE

Réponse de Modetrendz

7 mai 2025

Hi Jay,

Can you please provide your order number?

Thanks for reaching out. I'm really sorry to hear about your experience — I completely understand your frustration. We’ve raised concerns with DPD multiple times and are actively reviewing our delivery partnerships to improve our service. That said, we take full responsibility for your order and want to get this resolved properly.

I can confirm your report has been received, and we’re currently investigating your case. We’ll be in touch with an update as soon as possible. We appreciate your patience, and again, we’re truly sorry for the inconvenience.

Réponse de Modetrendz

7 mai 2025

Hi David,

Thank you for getting in touch.

I'm sorry to hear about the delivery issue with your recent order. I understand how frustrating it must be to come home and find your parcel missing, especially when it could have been left in a more secure location like your porch.

I can confirm we've received your message and are currently looking into the matter. We’re also following up with DPD regarding their delivery practices in this case. Please allow us a little more time to investigate, and we’ll get back to you as soon as possible with an update or resolution.

Thank you for your patience, and again, I apologize for the inconvenience caused.

Réponse de Modetrendz

23 avr. 2025

Hi Wee Voyler,

We have had on going issues with DPD which we can only apologise I am happy to say your parcel is now on it's way to you. The reason there had been problems was that DPD had to relabel parcels send them either send back to us or hold them until they could send out to you.

This was not ideal for both parties We hope you can understand and have a rethink on the review as this was not in our control. Be great to here back from you.

Thanks,

Team Mode.

Réponse de Modetrendz

23 avr. 2025

Thank you so much for the 5-star review!
We’re thrilled to hear you had a great experience with us. Your support means the a lot, and we’re so grateful you took the time to share your feedback. If there’s ever anything else we can do for you, don’t hesitate to reach out. Looking forward to seeing you again soon!

Réponse de Modetrendz

5 juin 2025

Hi Lauren,

We’re very sorry to hear about your experience, and we sincerely apologize for the frustration and inconvenience this has caused. This is not the experience we want any of our customers to have.

We understand your concern regarding the trainers you returned and the lack of communication since. Please know we take issues like this very seriously — especially when it involves a high-value item and a potential fault.

To help us resolve this as quickly as possible, could you please provide the following:

Your order number

The tracking information for the returned item

Any correspondence or photos sent regarding the fault

Once we have these details, we will escalate this directly to our returns and quality assurance team and ensure that it is thoroughly reviewed. If the item was faulty, you are absolutely entitled to a refund or replacement under our policy.

We genuinely appreciate your patience and would like to make this right.

Kind regards,

Customer Support Team
Modetrendz