Wrong size sent.The reason I am so annoyed was I had emailed the company to amend my order from medium to large. The company corrected the order. I had contacted them within 5 minutes of ordering. When my order arrived they had sent medium. Not worth sending back as the quality of the material was not as I had expected. Very thin. The 2 medium sweatshirts i recieved although the same size were very differently sized. One was longer and narrower, the other shorter and wider. I am not talking cms I am talking 3 inches of difference. They fitted like 2 different sizes. I will not be ordering again from this clothing company. Inferior goods. They were meant to be adidas make but definitely fakes. Hence the one star review.
Response from ShuukFeb 10, 2023
Hello Pauline,
I hope you are doing great.
We cant deny that It is a pity to receive this type of review without even giving us the chance to remediate the situation first.
Please remember that for any issues you might have,, you can just reach out to us via email at [email protected]
Kind regards,
Shuuk team.
SO
Soleil
Updating a post from Jan 4, 2023
Initially, I sent a rating of 1 star on Jan 4. In my rating I mentioned that the price points were affordable, however hidden fees were the reason for my rating. The manager emailed me the same day asking why I rated them low as they were a start up company. They offered to refund me money for a product I bought in exchange for increasing my rating. I was sent multiple emails about this (Jan 4, 5, 11). Some I ignored, and others I replied and explained that the rating was authentic and based on my personal experience and did not want to feel persuade in changing my rating. I declined any negotiation. On Jan 18, the company replied to my post on this platform. They mentioned, my rating was "negative, not accurate and that I didn't respond to any of thier emails to date" which is completely dishonest. I come back here to express that in my experience not only does this company have hidden fees, they have proven that their capable of making a customer feel bad for rating them low and then have the audacity to make it seem like the customer is dishonest. I will never use this service again and highly disappointed.
Response from ShuukJan 22, 2023
Hello Solei,
Once again, we find ourselves replying to yet another negative review for the same situation we contacted you via email to try to understand it better.
Here is the summary of what really happened:
On January 4th, you left a review talking about hidden fees, and since there are no hidden fees in our service we contacted you via email asking you to explain exactly what you mean by "hidden fees" because there are none.
Then our point was proven when after exchanging several emails you were never able to explain what fees you were talking about. Again, you were asked several times to develop what hidden charges you were reported, but, as we suspected, we received no feedback at all.
That situation (plus the fact that out of 552 reviews, you were the only one to talk about this) subtracts veracity from the whole scenario you presented.
Just to be crystal clear, we do not mind receiving negative reviews when they are real, because we understand that issues could happen and as humans, we can make mistakes. However, the reason we indeed contacted you looking for an explanation and to try to have that review reverted was simply because the one you made was not a genuine nor accurate statement.
Once again, we want to assure anyone reading this that there are no hidden fees in our service. Our pricing is transparent and all charges are clearly outlined on our website at the checkout.
Anyone can leave a Trustpilot review saying anything they desire (true or not), and that is understandable, so this scenario highlights even more the immense majority of positive reviews customers leave us (4.7/5 rating from 522 reviews) and becomes the exception that confirms the great feedback we receive for an outstanding service =)
Last but not least, you can still contact us via email at [email protected] in case you wish to elaborate on the "hidden fees" you initially reported.
Warm regards
Shuuk team.
JU
judy
worst quality products.
worst quality products.
Response from ShuukJan 18, 2023
Hello Judy,
I hope you are doing great.
It is safe to say that we are still a start-up company and our main focus is customer satisfaction. As you can see on our Trustpilot average rating (4.6/5 from 553 reviews) we are a company that always delivers, and if anything goes wrong in any situation, we always make it right.
In this situation, it is a shame you gave us a 1 STAR review without even giving us the chance to assist you in the first place, and only because you did not like SOME of the items you purchased (which you returned and got a refund for). Because it is safe to say, you kept several items as well.
Gladly for us, most people LOVE the products you did not like.
Whatever the case is, customer service is our main focus, so we would like to know exactly what we can do to remediate this situation.
Last but not least, remember that if you have any questions, concerns, or suggestions, you can always get in touch with us at [email protected].
Shuuk team.
MT
Mrs T.
Order No SK5490
Order No. SK5490
I ordered three items from you that were delivered on 4 August 2022. Sadly, none of them fitted and I followed procedure and you sent me a returns label and I posted them to you on 9 August 2022 and informed you of such as requested.
The tracking reference shows that the parcel was delivered to yourselves on 11 August 2022.
I haven't recieved my refund despite contacting you again by email. In fact, I haven't received any communication from you at all.
I am really sorry to be leaving this poor review as the items were lovely but in desperation I tried calling the 0800 number as shown on your web page only to be greeted by a voice speaking in a language that I couldn't understand!
I am now totally frustrated with Shuuk and am almost £68 out of pocket!
*****REPLY TO SHUUKS RESPONSE*****
As previously stated I did follow your procedure for returns.
On 4 August 2022 I emailed you at the address you have given giving full details of the three items I wished to return and you emailed back a prepaid Royal Mail return label that same day.
On 9 August 2022 I posted the items to you with a covering letter and emailed you again on 10 August 2022 to inform you of this.
Tracking reference VZ 9029 6408 6GB proves it was delivered to you on 11 August 2022.
I have not heard anything from you so I emailed you again asking why I hadn't had my refund and I have not had any reply.
I think you will find I have done everything you have asked and yet you are inferring that it is my fault.
I would email you but you haven't replied to my last one!
Please check your records again and refund me.
Thank you.
Response from ShuukAug 24, 2022
Dear Mrs. Taylor,
I would like to inform you that your refund was made on August 26th at 3:07 pm.
Please let us know if you would like the items you bought in the accurate size, and we will be pleased to send them to you free of charge.
Our customers satisfaction is our number one priority.
We are checking why we didn't receive your previous e mail.
Could you please forward your e mail to the e mail address [email protected] ?
Thanks and kind regards,
Shuuk Team
refund notification email to Katherine Taylor ([email protected]).
3:07 PM
Hello Taylor,
I hope you are doing great.
It´s a pity that you have not seen our email with the return method before leaving a review of this type and that in the case that you have already returned the item you have not notified us.
We are really sorry about the situation you are facing with your order.
Please note, that for any issues regarding your orders you must send an email to [email protected] and our customer service team will be happy to help you.
We have already sent you an email regarding this situation and the return label for that item so please check it out and get back to us as soon as possible.
Kind regards,
Shuuk team.
FE
Flor E.
I can't rate something I haven't…
I can't rate something I haven't received
Response from ShuukJul 4, 2022
Dear Flor,
We are glad you received your parcel.
You rated us with only one star because you didn't receive your order.
We would like to point out that you placed your order on July 8th and it was punctually delivered on July 15th. It took exactly 5 business days as per our promise.
We hope you are happy with your Jumpsuit.
Kind regards,
Shuuk Team
Hello Flor,
I hope you are doing great.
We are really sorry about the situaction you are facing with your order.
Please note, that for any issues regarding your orders you must send an email to [email protected] and our customer service team will be happy to help you.
We have already sent you an email regarding this situation so please check it out and get back to us as soon as possible.
Kind regards,
Shuuk team.
MB
Mary B.
Horrible, deceiving pants photos..all photos are deceiving. Mary Bush
Horrible deceiving pants photos. All photos are deceiving. Mary Bush.
Response from ShuukJun 28, 2022
Hello Mary,
We understand that you might like or not like the items you purchase, but we are certain that pictures are not deceiving at all.
As you can see in our almost 400 reviews, our customers are really happy with the products and they often state that they get exactly what they ordered. and saw on the pictures.
If you did not like whatever you ordered (which by the way you already got a refund for), all you have to do is send us an email to [email protected] ad our customer service team will be happy to assist you.
Kind regards,
Shuuk team.
BC
bcblacks
The product was of poor quality and I…
The product was of poor quality and I stll have not received credit for my return.
Response from ShuukJun 13, 2022
Hello Betty,
We are sorry you did not like the items you ordered. However, it is safe to say that you started your return process on 2022-06-01 02:51 UTC and the refund was successfully processed on 2022-06-03 20:33 UTC after you returned the item.
You could not like what you ordered, and that is fine, but you should know that the refund has been processed indeed, and that is a fact. Please check your PayPal account and confirm.
For any further questions, please send us an email at [email protected].
Kind regards,
Shuuk team.
