Initially a bad experience, but remedied.
They sent me a jacket that is not representative of the photos on their website. The jacket I ordered has silver and black buttons, I received a jacket with matte black buttons. They maintain that the jacket they sent correctly reflects the one on their website. It definitely doesn’t, but we’ll have to agree to disagree. They also accidentally sent me a jacket with a retail sensor on it. I live overseas and they refused to take the jacket back due to customs. At first they offered no help beyond saying I could use a screwdriver to remove it. I tried and was unsuccessful. After voicing my displeasure with how the transaction was handled, they did finally make it right by offering a store credit for the full amount of the jacket, while allowing me to keep the one I have. I thought this was a fair compromise for the issues I experienced. Hopefully they take more care when shipping items next time as retail sensors are not exactly easy to remove without damaging the garment.
Reply from Ruitersport Maddelin
I'm truly sorry to hear that our service hasn't met your expectations.
Our primary goal after an order is placed is to ensure that the parcel is dispatched as swiftly as possible for quick delivery. Unfortunately, this rapid processing meant that we were unable to accommodate your request to change the size, as the item was already in transit.
Regarding your concerns about returning or exchanging the item, due to international shipping constraints, especially outside the EU, we are unable to provide a return label, and additional customs duties may apply. This policy is clearly stated on our website that we don’t accept returns outside the EU.
Upon receipt of the jacket, you highlighted a discrepancy by sending us pictures of a different model. However, our records show that the model you received matches your order.
When this was clarified, the focus shifted to the product images, suggesting they were overly bright and didn't represent the item as expected, but you expected allready another jacket.
Regarding the anti-theft tag, we acknowledge this was our mistake, and admittedly a significant one. However, the tag can be removed easily and safely. In recognition of the inconvenience this has caused, we are prepared to offer a gesture of goodwill to compensate for this oversight.
We understand that our efforts may not fully meet your expectations, no matter what accommodations we offer.