Incomplete order, replacement and refund requests ignored
Ordered a towel rail shelf. It took weeks to come from china and was missing the rail. I was offered a 10% refund, return at my cost or a replacement. (Even when their own FAQs state they cover return costs for faulty or incorrect items) I chose a replacement which never came and my follow up emails have been ignored. Now pursuing refunds through my bank. Looking into the company it seems to be a dropshipping set up direct from china with little to no customer service. Shop elsewhere!
Reply from By Meredith
Hi Mark,
We’re really sorry. You received an incomplete product, you were offered less than our own policy promises, and then your follow-up went unanswered. That’s not acceptable, and you were right to call it out.
By Meredith came under new ownership in early October. Since then we’ve brought customer service in-house with a dedicated team. That doesn’t undo your experience, but it does mean we can fix it now. We’ve emailed you directly with a full refund. You don’t need to return anything. If you’d prefer the missing rail instead, just reply and we’ll send it at our cost.
We’ve also corrected our processes so faulty or incomplete orders are handled exactly as our FAQ states.
Thank you for taking the time to share this.
Olivia, By Meredith
