Hi Eliana,
Thank you for sharing your feedback. We’d like to address your concerns thoroughly:
Regarding the damage: You purchased this item two months ago and informed us it was worn twice before a minor issue appeared. Upon your report, we promptly requested an image for assessment. While the damage was not caused during production, as a goodwill gesture, we initially offered a 15% refund. When this did not meet your expectations, the matter was escalated to our Online Operations Manager, who offered a 25% partial refund.
Request for replacement: We appreciate your preference for a replacement; however, as the item was worn and the damage occurred post-purchase, a complete replacement was not deemed appropriate.
Product quality: It’s worth noting that you have purchased this particular abaya twice and have shopped with us in the past. This repeated support reflects confidence in our products, which we always strive to maintain.
Price in red: We’d like to clarify that red text does not indicate a sale. It is simply a design choice for displaying prices, and the £120 price was not a marked-down sale price.
We are sorry to hear that you felt the resolution was not satisfactory and will take your feedback into consideration to improve our services. Should you have further concerns, feel free to reach out.
Kind regards,
Hayah Al-Muslimah
