Making their customers looking bad
Unfortunately, I am not able to respond to the given answer to my first feedback, which is why I am submitting my response again as dissatisfied.
If it were possible to add pictures on this page, I would share all my emails showing the replies I received from Venusto — including the first one confirming that I would be able to send the shoes back after 04.06, and the later ones where I was not even given the possibility to return them.
To be very honest, I had already forgotten about this issue, but such an answer cannot go without attention. It is simply not true that you couldn’t find any messages sent by me after 04.06 — please check again carefully, if you are truly interested in improving your customer service instead of making people who leave feedback here look as if they don’t understand anything. :)
And just to add — although I am very disappointed with such service and misleading methods, I still wish you all the best and hope you can offer a much better customer experience in the future.
Reply from Venusto
Dear Liene,
Thank you for contacting us again and describing your concern in such detail. We would like to clarify the situation objectively and transparently.
Your order #15239FE (Macel Eleganz sandals, size 39, black) was successfully delivered on May 17, 2025. Our return period is 14 days after delivery, i.e., until May 31, 2025.
You first contacted us by email on June 4, 2025. At that point, the return period had already expired, which is why we were unfortunately unable to accept the return. We understand that this was disappointing for you. Our goal was by no means to portray you in a bad light, but rather to correctly explain the applicable return policy.
After reviewing our system again, we were unable to find any further messages received after June 4. However, we would like to emphasize that we respond to all incoming emails. If you do not receive a response in the future, we recommend that you contact our customer service directly by email so that your request can be processed reliably.
We regret that you felt misunderstood and take your feedback seriously in order to further improve our communication.
Kind regards
Team Venusto