I ordered two hoodies. Both in my usual size of XL. Upon arrival I noticed that one of them didn’t come in a Superdry bag. It was just a generic bag. I opened it up and discovered that it smelled of washing detergent and that the tag was loose and unattached from the hoodie. I tried it on and found it was too small, despite all other Superdry XL hoodies that I own fitting perfectly. It was obvious that the hoodie I received was an item that had been returned by another customer. There is nothing wrong with receiving an item that has been returned by another customer, unless it has been shrunk by at least one size when they have laundered it for some reason. Even then, I’d have kept the hoodie if it had fit, but it didn’t. My real grievance though is with Superdry customer service. I contacted their live chat to request a shipping label because I didn’t feel that I should have to pay for a return label when I have received an item that wasn’t properly vetted by Superdry’s return team. I was promised that a shipping label would be received “within 24 hours by email”. It wasn’t. I contacted them again. This time I was informed that I needed to provide photographic evidence that the hoodie was faulty. How do I prove that the item I received has shrunk in the wash of a previous customer? It’s bizarre. I then completed the web form so I can be contacted directly by an agent within 48 hrs. 72 hours later I’m still awaiting contact from a Superdry agent. I have, however, received multiple emails from Superdry such as ‘we saw you looking’ and ‘it won’t be around forever’, just not the one where I can be provided with a free return. It seems Superdry have decided to cut costs by charging loyal customers extra, rather than weeding out unnecessary middle management, or better still, paying off certain members of the board who lack vision and direction.
