Extremely poor quality, sizing & customer service
1, I had to send an email as I had not been provided any update 4 days after purchase. There was never any response
2, After receiving my items, 2/3 were the incorrect size, despite checking sizing before ordering. So I contact Marelia, their website says they'll respond within 24hrs, they did not.
When they did respond, they said "Regarding the sizing - some of our items can feel smaller than expected, but we do have a detailed size chart on each product page with the exact measurements so you can compare". As I the re-explained that I chexked sizing before ordering, and that 2/3 items are definitely incorrect and that after their attitude I would like to return the whole order instead of the two items.
3, Their policy states that if the return is due to a faulty/damaged item, they'll pay for the return, however they have told me I must pay for international return despite the issue of wrong sizing being on their end.
So far my dealings with them have been stressful, and unsuccessful. I do not recommend buying from them
P.s, they'll only include 4* and above reviews on Shop and their website, concealing any issues customers have experienced - I would include pictures but there's not option for me?
Reply from Marelia
Hi Jessica,
Thank you for your feedback. We'd like to address a few points for transparency:
1. Response times: We responded to each of your emails within a couple of hours during our working hours (Mon-Fri 10:00-16:00 GMT), which are clearly stated on our website. Every message you sent received a prompt reply.
2. Sizing: Each of our products includes a detailed size chart with exact measurements on the product page. These measurements are provided specifically so customers can make an informed decision before purchasing, as sizing can vary between styles. We shipped exactly what was ordered.
3. Returns policy: Our returns policy, available on our website and at checkout, clearly states that return postage is at the customer's cost. This applies to sizing-related returns. We offered you multiple options to resolve this, including a 50% partial refund with no return required.
4. Reviews: All of our reviews are auto-published - we do not filter or conceal negative feedback. You can see both positive and negative reviews on our platforms. This claim is simply not accurate.
Throughout this process, we have been nothing but respectful and professional, offering multiple generous solutions - despite being spoken down to and demanded to operate outside of our clearly stated policies.
At some point, a business has to draw the line. Nevertheless, we have issued you a full refund for the two items in question. Based on this experience, we genuinely think you'd be better off shopping elsewhere.
Best regards,
Marelia Team
