Bad customerservice en difficult return
I want to return my order because I received the wrong colors and some of the hijabs look so different on the website too.
I send 2 emails already, because on the website they ask you to send a returnform by mail, so that is what I did but I dont get any reply.
I just want to return my order!!
After this review they did response on my email. they are not professional in the mail and talk about religion. They say they are Muslims but make a bad dua to me via mail, again very unprefessional. This while I only wanted to come to a solution that is fair for both?
Reply from Hijab Deutschland
Dear customer,
Thank you for your feedback. We’re sorry to hear that you were dissatisfied and would like to clarify the situation for others who may read this.
You contacted us by email on a Friday regarding your return request. Before we had a fair chance to respond, you had already posted a negative review – without waiting for any communication or resolution from our side.
Nevertheless, we personally responded to you on Sunday and kindly asked for more details, including photos of the allegedly incorrect items.
Upon reviewing your photos, we confirmed that all items had been shipped correctly and that the colors matched the products you had ordered. It became clear that this was not a case of incorrect items, but rather a matter of personal preference regarding color.
As clearly stated in our return policy, minor color variations may occur due to lighting conditions or screen settings and are not considered a fault.
Although we had fulfilled the order accurately, we still offered you a 10% discount and a free hijab with your next order as a gesture of goodwill. This was declined.
Instead, you informed us that you would only consider removing your review if we provided you with a prepaid return label – despite the fact that our policy clearly states that international return shipping is the customer’s responsibility.
We found this deeply disappointing and would like to state clearly that threatening to keep or remove a negative review based on demands is a form of pressure and manipulation. We believe that honest service deserves honest feedback in return.
At Hijab Deutschland, we stand behind our product quality and our commitment to treating every customer with fairness and respect. We remain available to resolve issues – but we also stand by our values.
Sincerely,
Hijab Deutschland
