Sharen N.
Misleading returns.. beware!!
This is the first time i have ever had to write a review about how the customer service has been absolutely appalling and misleading. I received a faulty board, the runners were faulty and the timer would not turn on. I started my return process the day I received the board. I understand that you are liable for any returns shipping cost (which something they don't advertise on their website and you need to search high and low to find details for). On their website they have a London address on their contact details, but they are actually based in the Netherlands, which is not something they advertise and this is where returns need to be sent back to. I swallowed the international cost for returning the board, however the package was stuck in DPD customs as Reformly refused to pay the customs duties for it arriving into the Netherlands and told me I had to pay them. If I was selling the item to Reformly, I would understand and accept this but I was returning a faulty item therefore, the customs duties are Reformly's responsibility. It took 2 weeks for Belle @ Reformly to confirm they made a mistake and said of course the customs duties are their responsibility. DPD allow you two weeks to pay the duties otherwise the package is returned to sender. This morning, I received an email from DPD to confirm the package was on it's way back to me. I am absolutely shocked and appalled with the lack of care and ownership from Reformly. I have now paid over £160 for a faulty board and return shipping costs to now having the item sent back to me. The board is no use to me as it's not working and Reformly are not taking any ownership over the mistakes they are clearly responsible for. I will be taking further action against this company for misleading customers into no questions asked returns and falsely advertising their location. Please think very carefully before you purchase one of these expensive boards. There are more competitive ones on the market with free returns so please thoroughly do your research before getting caught up in their social media marketing hype.
Response from ReformlyJun 24, 2025
Hi Sharen, I would like to point out first of all that we really dropped the ball here and that we’re re-evaluating internally how to avoid this in the future at any costs. We completely understand how frustrating and disheartening this must have been for you, and you are absolutely right to feel let down. We would like to provide our sincere apologies for this, from the bottom of our hearts. This is not the kind of experience we ever want our customers to go through. We made mistakes in how your return was handled, and we take full responsibility for that. Management also has been brought up-to-speed about your case. Just know we don’t take this whole situation lightly. We have just sent you an email so we can properly take care of this for you. If you could kindly reply when you can, we will make sure everything is resolved the right way. We still would like to handle this situation for your in the right way, to show you that this was a complete misunderstanding. If you could respond to our e-mail, we’ll promise we make it right. Thank you for your patience and for giving us the chance to make this right. Sincerely, Jane Customer Service Director at Reformly Ltd