Catherine B.
Robotic customer service & out of pocket with returns
This is my partner's favourite brand for clothes, so for Christmas I ordered him a new jacket. Sadly, it didn't fit well so I returned the item at the cost of £60 shipping!!! Following correspondence with Volcom, they provided me with a voucher to cover the cost of the return. They specified that I should have requested a returns label to be able to return the item at no charge. This did not feature in any of their comms. I ordered my partner a new item, using the gift voucher. Sadly, this item was ill-fitting too. I then requested a returns label to be told that I couldn't have one and because part of the payment had been taken by my bank card, I had to pick up the return cost. I don't wish to pick up the cost of the return, so we are stuck with an item that is not satisfactory. Hassle from start to finish. I won't be ordering from Volcom again. The customer service team send blanket replies which are frustrating to say the least.