Hannah W.
I was really disappointed with the…
I was really disappointed with the communication after my son purchased a sweatshirt from team rar. I was asked to pay a £20 custom charge ontop of the 65.00 hoodie , which we did not have to pay for, when we purchased our first hoodie , that took ages to arrive by the way, and covid 19 cent be blamed for everything. The order was also muddled up , my son was offered a free water bottle as compensation but then it was withdrawn. I was refunded the hoodie price , but paid the customs charge as a compromise, but my 10 year old son uses his own money for his team rar stuff, as was heartbroken when he thought it wasnt coming. All in all, I would say totally disorganised merchandise side of things. Be wear when ordering you might get a customs charge on some orders and others you might not, all bit hit and miss really. Bit of annoyed parent , England United Kingdom
Response from Team RARAug 1, 2020
Hi Hannah, we appreciate your feedback and are sorry to hear that you had a poor experience. We strive for excellent service and are sorry we did not meet those expectations. Our support team did make a mistake on the complementary shipment as it was done in response to inaccurate tracking information that was provided by Royal Mail, which at the time had indicated that your first order had not been delivered. In nearly all other cases, such errors are left alone as it helps keep customers happy. However, after receiving a disproportionately negative reaction to customs fees for the second order, our support team evaluated that avoiding future customs fees was critical to your satisfaction. Thus they quickly took the following steps to amend the situation: 1. Canceled the complementary shipment given that it is also subject to UK customs import fees to avoid any further trouble 2. Issued a full refund for your second order as requested We are disappointed to see that despite these significant conciliatory steps that you are still upset with our service and would appreciate any further feedback on how we could have done things better to better inform and improve our future customer service. A full transcript of our correspondence can be viewed here (https://imgur.com/a/AvDkQlw)