Wallace Cotton - Albany Reviews 348

Easy to return a product. Prompt attention.

Delivered within a few days. Very happy

A very fast delivery of my parcel.
Nicely wrapped, with the extra bags for storage.

Love the feeling of the new linen. Washed and ready to go on our bed on the weekend.

I ordered Q sized Heritage Sheet Set on Saturday.
It arrived ahead of schedule on Monday. Very impressed!
Sheets usual high quality.

Quick delivery & the warm sheets are amazing quality.

Staff are always helpful when I’ve made an error in my orders! Thank you. Barbara

I ordered the cashmere blend jerseys and pants and they are so super comfortable. I’ve had three different sets over the years and they are perfect for staying cosy around the house. I thoroughly recommend them

Great delivery process on your end but courier let me know they were late. Packaging brilliant.

All round good service and experience

I ordered a dress and it was delivered quickly. Sadly just too big. Popped into the store to exchange. The ladies were wonderful but unfortunately didn’t have a smaller size in the dress I chose. Talked me into trying a different style - and I love it!

Quick delivery with updates on expected delivery date.

Easy to order, good price and fast delivery in time for birthday. Loved the free card idea too.

Because Helen Cookson changed my size after I’d ordered cardigan which saved me exchanging it. I mistakenly put S instead of L. Great service thank you

My mother had bought me a baby quilt when I had found out that I was having a girl. My daughter had only used it within 2 months after she had moved to her cot, and within 2ish months of use all the stitching began to come undone...

Ideally I was wanting this to be repaired, but apparently it could not be done, so all they offered was $20.00.....$20.00?!?!!! You cant even get someone to repair a couple of stitches for 20! But its not about the money, it was about trying to get them to rectify their bad quality item that I loved, and show respect for their customers! Also, the initial lady who offered us the partial refund when we dropped off quilt didn't mention that this was only as a store credit. So when we went back to collect quilt we were expecting a refund, but the shop assistant on day said we couldn't. Why would we want a store credit for this when the quality is not shown, and this was an embarrassing offer by staff who do not care?! We had to argue to get this as a proper refund considering we knew head office was upstairs, as the staff were not willingly going to query this.

This was not a change of mind - I wanted to keep the product, just wanted them to rectify! I know this sits outside of their policies, but previously working in retail, and heading a returns team, I know issues can be rectified if you have instances that sit outside of your normal scope.

I do understand that this purchase was 18 months old (given that this was purchased when I found out I was having a girl, then again not used until she was a year old and in cot). I thought that being long time customers, never having made a complaint before, and the fact that it still smelt new, and having not even been washed would be enough for them to want to rectify the situation! Instead, it was insinuated that the baby was rough with it, which she most certainly was not as there were no rubbing, balls, or other signs of wear on it on it. I was so arrogantly told that no one else had made a return, dismissing the possibility that we could have purchased a dud product.

I have been a customer with Wallace since the beginning, and loved the products! I am sad to say I no longer will be purely based on the treatment alone (from both store staff and head office), and knowing that they couldn't care less.

I have read previous reviews to see if anyone else has suffered the same, and the reviews are mostly good. However, I dont think it's a coincidence that all the bad ones seem to be from 2023 onwards regarding quality, which incidentally was when this was purchased...

Anyhow, I hate to be a karen, but in this case feel like there's no choice! End result was my mother had to accept their pathetic offer. No longer are they a small time store that respect their customers 😔

***Update*** They had asked me to email them as if they were going to do something about this. I have done so, and it has been a number of working days later and still no reply.