My frog Wellipets leak, customer service is bad
I wanted a pair of frog wellies as a kid, and I put myself on the adult waiting list, and then this autumn my size came up so I bought them, even though the price was steep (just over £200 for the wellies, the p+p and import charges).
I was excited, until I wore them out in the rain, not even heavy rain, just more as as novelty that they were there. Went on a little walk around our local seal sanctuary with family, which is all concrete/etc, came home and everyone else had dry feet, but me and my socks had wet toes and the backs of my heels were wet. The inner sole was wet in the same places but the rest of the boots were dry. I was gutted.
I wrote to Wellipets, I was happy to get a new pair at this point. Sharing with my family the reply, my partner mentioned but what if the fault happens again, and if it's later down the line (they're meant to be a circular company but repairs man shipping charges etc so not something you would want to have to do a lot).
They asked if maybe water got in through the top, I explained my calf muscles filled the top. My jeans weren't even wet from being out, the rain was pretty light. And my other 3 family members including my kid all had dry feet.
So I explained my worries re the fault and the cost and that I wanted a refund instead.
They started to talk about the fact they're quality is so good they're used by the royal family. I asked again to be refunded. I had a DHL collection and they were returned and despite me sending photos and existing I had wet feet, they said they would be tested. Low and behold... They had no leak when submerged for their testing and were happy to say they'll send them back to me. I reiterated I was not happy about this because they leaked for me after one use. Then they been to say they had been good to me and are even sending them back free of charge. And started to get more escalated. I also got pretty annoyed because they should have just said from the get go they weren't ever going to refund me.
They suggested the water must have got in through the top or that essentially I have sweaty feet, rather than listening to anything I have to say. I dont trust their testing. Their customer service is passive aggressive and borderline gaslighting. And I still haven't got answers, they have the boots. I just want a refund.
This has been a 30 email chain so far, so suffice to say they're wasting a lot of my time going back and forth.
They also tried to say if it's a size issue it doesn't warrant a return, but I had never said there was an a size issue, the size was perfect, I just don't want wellies that leak. I've had Hunters and all sorts that never leaked.
My last review didn't go through properly so this is rewritten in case the first didn't appear from an hour ago.
Update 17 January: the company continued to cost me until I said if you won't refund me for the faulty boots can I at least get them back so I've not lost money and the items... They replied straight away. So I asked again, and they just continued to be passive aggressive and said because I've agreed to have the boots back they'll do that but not a refund. They've replaced my soaking wet inner soles apparently, to be nice.
Let's hope they've actually kept the faulty pair and given me new ones to cover up the faults.
Avoid!