"Appalling customer service"

Appalling customer service, the item I ordered never arrived. The response I got when contacting customer service was rude and extremely unhelpful. For what I thought was a high end company their customer service certainly did not reflect this. I will definitely not be buying from them again and have advised all my friends and family to do the same.

"great product, poor embossing, poor service, slow to respond"

The product is of high quality, however its ruined by the appalling embossing, typeface is too large, finishing is poor. I bought a beautiful purse as a gift for a friend,she was really pleased however upon seeing the item, it really made me feel bad, i should have never got the item embossed.
The letter finish is not clear cut, furry corners and huge full stops!
Looks vulgar, making the item look cheap and nasty.
I assumed the embossing would be according to different patterns and grain of leather. The purse bought had a crocodile type of pattern,the embossing of gold foil on "S" character bled into the leather pattern giving it a "visible" poor finish.
Upon raising the issue, i was informed the managers are
fully experienced and don't find anything wrong,meaning they fail to respect the opinion of a professional.
If the product is imperfect and unsatisfactory and returned upon receipt, within the 30 days, customer should be refunded.
In my opinion, you cannot sell a product that is imperfect regardless of the "condition of sale" in this case there is no condition therefore customer should be refunded.

There was a long wait to speak to customer service, cant help thinking high level of complaints.

There should be an warning note, on the order form, the embossing is of poor standard,and that is why we cannot refund product.

"SLOW"

Aspinal, please set realistic postage/delivery times at checkout.
I ordered a gift for a colleague on a Friday who was leaving the company the following Friday to work abroad. I called on a Wednesday to track the progress on the item as it was still 'being picked'. After explaining the urgency of the situation, the customer service assistance assured me that it would arrive on time as she has set the order to be sent via special delivery. This morning, I receive an email saying the item will arrive on next Monday and that it was not sent via special delivery.. great... our colleague will be long gone!

"Absolutely disgusting"

Absolutely disgusting.
Literally my worst shopping experience. Paid the insurance & handling fees at check out but received 80-dollar custom fees at delivery. Reached out to customer services and they promised for at least 5 times to remove the custom fees. I received an email from Emily Watts confirming the custom fees already been removed.
Today I went to the DHL store to collect my handbag, and the person asked me to pay the 80-dollar custom. I repeated the email Emily sent me. The DHL person called their logistics to confirm the status of the fees and said the fee is still there. I went home and called DHL myself and they told me that the Aspinal has NEVER contacted them to remove the fees and I have to pay it myself.
I have wasted so much time and energy to ask Aspinal to simply fulfill the things they 100% promised to do over and over again. The company is a total SCAM. It has the worst customer services and it simply does not care even the slightest about its customers.
Avoid this store, AT ALL COST.


1. This is from the F&Q section on their website:

Why am I being charged for Insurance & Handling?

Insurance and Handling will be charged at 2.5% (EU) / 5% (USA & Canada) / 10% (Rest of World) for on your total purchase price at checkout. This will subsidise tax, duty, credit card fees, insurance in transit and handling.

In the unlikely event that any extra charges are requested from you at the time of import by customs or by courier at the time of delivery, please contact our Customer services Team on 01428648180 for advice with this matter.

2. This is the email their customer services sent me:

Good Morning,

We hope you are well.

Please rest assured our logistics team have heard back from DHL, who have confirmed there are no customs to pay on this order. This order is now ready to be collected by yourself as requested.

We hope this helps with your enquiry, should you require any further assistance, please do not hesitate to contact us again.

Kind regards,

Emily
Customer Services Team

I sent you an email with my number. Let’s discuss this.

"Worst experience!"

Worst experience!
Every single Aspinal bag I have, breaks.

My current bag broke badly at the start of December - I was told to send it back as it was still under warranty, and it would be looked at to see if it could be repaired.

I had to chase myself to see the progress of the repair, and was told that due to the festive season, repairs won't be sent away until 2nd January. I sent the bag on 5th December! And they had said they would look into it straight away.... well that didn't happen!

Therefore it was sat in nomansland for nearly a MONTH before it got sent away.

I've been without the bag for 7 weeks now, and just had to chase again for an update. I just want a cash refund so I can go and buy a bag from another brand!

"Online store is good!"

Very quick delivery and well packaged from their online store. Although no free delivery which is standard for many retailers these days.

"A year down the line"

A year down the line, I still have not received the refund.

A gift card was offered. But given that I tried every single avenue to arrange a refund well within 14 days of purchase, I am entitled to a full cash refund.

The situation is a bitter shame for a high street retailer, as the value of Aspinal products I would have purchased over the past year would far exceed the refund amount. But I cannot bring myself to purchase from Aspinal until I receive a cash refund, and sadly cannot recommend Aspinal to others.

Nicholas

01/10/2019:
It turns out my experience below breaches the Distance Selling regulation, given that Aspinal has not provided a full refund for an online order despite attempting to arrange cancellation within 14 days of ordering.

Having had numerous birthdays, celebrations and promotions over the past year - where an Aspinal gift and treat would have suited perfectly - with the cloud of no refund over my head, I have not been able to bring myself to purchase from Aspinal again.

A customer, lost.

Nicholas

03/03/2019:
Tainted by after-sales

Order number: WEBS550270
I have been looking to return an Aspinal item since mid-December. Two months down the line, I’ve been left without a refund.

I tried numerous phone calls and emails (to various Aspinal email addresses) within seven days of ordering, and received one acknowledgement that I would receive a reply within five to seven days. This did not happen, so I tried contacting in the New Year, but to no avail.

With my hope dwindled and options limited, I left a TrustPilot review at the end of February to share my experience, and surprisingly Aspinal were in touch the next working day.

“Fantastic”, I thought, “I’ll finally get a refund”. Well, unfortunately not.

Despite following their refund policy to call within seven days of ordering to arrange a refund, I have only been offered a credit note, because the refund was not arranged within seven days of ordering, as Aspinal did not pick up the phone or reply to my emails within the period. Baffling, as I’m now left accountable and out of pocket for the company’s failure to reply to me.

This is unacceptable and embarrassing for any retailer (not least one that positions itself in the luxury segment), to leave the customer questioning their relationship with the brand over a nominal sum.

It seems Aspinal have forgotten the retail truth that: Value = Price + Quality + Experience. The premium-end of the high street is saturated enough that shoppers do no need to deal with retailers that cannot deliver a strong after-sales experience. Shame, as I’ve really enjoyed using Aspinal’s leather goods over the years.

Nicholas

23/02/2019:

Unacceptable after-sales service

Order number: WEBS550270
I have been looking to return at item since mid-December.
I have tried numerous emails and phone calls, to no avail.
Failing to reply to emails and phone calls after more than two months is unacceptable for any brand, not least a brand that positions itself in the luxury segment.
Nicholas

"Shocking Customer Service"

My partner ordered me a personalised bag for Christmas which was gift wrapped. When I opened this Christmas morning it was for a completely different person. 2 weeks on, they have failed to collect the bag & send a new correct one as promised, they just keep apologising and not actually doing anything.
Would just like to know when we will actually receive what has been ordered and paid for?

"A salesperson threatened to call security on an customer who challenged his unhelpful ways"

A salesperson at the Canary Wharf store in London accused my sister of bringing in an old 2018 gift receipt when she wanted to exchange a gift. He just didn’t want to help and brushes off the customer and went on to threaten to call security to get rid of an irate customer who he says is scaring his other customers ?! . When I found my original receipt I found out that it was the same salesperson who sold me the gift, printed the gift receipt and wrapped it up in the first place. He didn’t want to admit he has made a mistake. That experience has not made giving a special Christmas gift a nice memory. I have not mentioned the name but I am looking for customer services of aspinal to lodge a formal complaint.