Wrong and damaged shoes sent – then expected to pay return postage to China
Very disappointing experience with Montcliffe.
I ordered a specific pair of beige loafers shown on their website. What arrived was a completely different design – most noticeably, the shoes I ordered had a traditional thin sole and low heel, while the shoes I received have a thick white sole. The shoes also arrived badly misshapen/damaged.
I contacted Montcliffe, provided photographic evidence and asked for a full refund and prepaid return label. Instead, I was told that I would need to pay the international return shipping costs myself or accept a 100% gift card and keep the shoes.
What makes this particularly frustrating is that Montcliffe’s own published returns policy states that customer-paid return shipping applies to normal returns such as change of mind, fit or preference, while if an item arrives damaged, defective or incorrect, they will cover reasonable return shipping costs or provide another suitable solution.
I don’t consider a gift card a suitable solution when I didn’t receive the product I actually ordered. I simply want to return the incorrect and damaged goods without being financially disadvantaged and receive my money back to my original payment method.
I have now had to raise the matter through PayPal.
Based on my experience, I would be very cautious about ordering from Montcliffe, particularly because their return facility is in China.
