beth S.
This was a horrible shopping experience
This was a horrible shopping experience. The clothes are poor quality and not worth the price. The returns section is not transparent about the return location being china and my item is unlikely to arrive back in the 30 day window due to customs on that end. The customer service experience was awful! It has taken 2 weeks to receive directions on how to place the return. Worst experience ever!! Lesson learnt and want to help others avoid same mistake. In response to your response: Per my message above, I already tried to contact customer service and did not receive a helpful response or solution to my issue. I would not leave a review like the above without first giving you an opportunity to resolve it. My issues are: 1. The items are very poor quality for what you charged. 2. I was told I needed to submit the return and it had to arrive back to your warehouse in China within 30 days for a refund. The post office told me it would get held at customs in China and would not make it within 30 days. 3. I’d have to pay $40 to return the items with no guarantee of a refund. 4. There is no transparency on the website about the returns process and location. You do say up front that the return cost is the responsibility of the purchaser which is fair but there is no transparency about the returns going to China nor the consequent challenges around returning the items to China within 30 days. 5. I was also told to indicate the value of the items is $10 on the customs form which does not feel right, given I paid US$140 in total. The only outcome I will be happy with at this stage is a full refund.
Response from sthcute.comNov 21, 2023
Dear customer, We are sincerely sorry to hear about the challenges you encountered during your shopping experience with us. Your feedback is crucial to our improvement, and we appreciate your patience as we address your concerns. We deeply regret that the quality of the clothes did not meet your expectations. We take product quality seriously, and we are actively working to enhance the transparency of our product descriptions to ensure that our customers have accurate information about the items they purchase. We understand the frustration regarding the return process, and we apologize for any confusion caused by the lack of transparency about the return location. We acknowledge that the customs process can introduce unexpected delays, and we are actively reviewing our return policy to provide clearer information to our customers about the return process and potential delays. We are truly sorry for the inconvenience you faced in contacting our customer service team and the delay in receiving return instructions. We are actively working to streamline our customer support processes to ensure a more efficient and timely response to our customers. To assist you further, please provide us with your order details and the email associated with your purchase by emailing us at [email protected]. We will prioritize your case and work towards finding a satisfactory resolution, including extending the return window if necessary. Thank you for bringing this to our attention, and we are committed to learning from this experience to better serve our customers in the future. Best regards, STHCUTE Customer Support