Excellent service

This has been one of the worst online shopping experiences I’ve ever had. Extremely deceptive. I urge people to read this to the end so they are forewarned before placing an order. In essence poor communication, deceptive terms, still no refund almost a month after ordering and will be over £13 down by the time I eventually get refunded. I ordered the fleur sling bag which arrived promptly. Considering my order total was £75.35 I was a little disappointed it arrived wrapped in a piece of tissue paper. The leather was a little stiff which can happen with leather and can soften over time but my gripe was with the size, the thin/weak strap and the gold accents which looked extremely cheap and tacky in my opinion. The colour light taupe didn’t reflect the colour advertised one bit, it was grey. This was in multiple different lights. It didn’t depict its price point either. As someone who often supports smaller businesses I made contact with the company to arrange a return as there is NO way to arrange an online return yourself. I stated the bag was beautiful but not what I was looking for as I didn’t want to offend or be unkind. It took a while to get a response. When I eventually got a response they sent me the returns address with a link to the returns and refunds section. On clicking this link buried within it was “October/November sale items are non-refundable”. Then ensued more messages trying to get clarity on this. They then confirmed this and said I could return for an exchange of another bag. I obviously didn’t want to do this. When I clicked onto the listing of the bag and clicked on the returns information below it, it said NOTHING about October/November sale items being non refundable. I sent a screen recording of this. After a few days I got a response saying I could return the bag, I’d have to pay for the return postage and they would refund me. If I hadn’t looked deeper into this I’d of ended up having to just exchange. So I paid just shy of £5 to return the bag which leads me to the present day. The return arrived back on Monday 1st December. Not only did I track it to know this but when I chased it they had confirmed they had received the return. To know this they had to have opened the return as I didn’t provide them with any tracking information. There was a note I was told to put inside. So essentially they opened the return but didn’t process a refund at this point. Strange. I’ve spent another week chasing this, most messages get ignored. Finally on Wednesday 10th December I got an email saying “your refund has been processed” with no other information of the amount etc. After 26 hours my Klarna had not updated to reflect a refund which it usually does straight away. I contacted the company again and received another “your refund has been processed” email but this time with the refund amount. I was then told the day previous email was the refund being “initiated” and the current email was it being “processed”, despite them both saying processed. I was also sent a snap shot which stated the refund will go out of there 19th December account!!! So firstly, I paid £75.35 and the refund “process” email states £66.90. Can you please explain why you’re deducting £8.45?? As with the return postage I paid that will mean I’m £13.45 DOWN for absolutely NOTHING. The colour of the bag light taupe didn’t reflect the colour advertised at all, in any light. It’s grey. I’ve sent these images also. Can you also explain WHEN the refund will actually go in? As it appears it won’t be until 19th December which will be over a MONTH since purchasing. This has been a 3 week nightmare trying to sort this and it’s STILL not sorted. Very deceptive and underhand in my opinion. It really does come across like they are annoyed with anyone who returns anything, make the process difficult, poor communication then cling on to your money for as long as possible. EDIT- I’d like to respond to the reply from LRM Goods related to my review. 1. You initially sent me the returns address then with a link below it. On clicking the link buried in the middle was “October and November sale items are not returnable”. So in essence if I had not clicked that link and just returned you would have issued me with a credit note/exchange which I see has happened to other customers. When I clicked on the listing of the bag in question there was a return column which did not state anything about it being non-returnable. That is deceptive and misleading, whether intentional or not. 2. The colour bares absolutely zero resemblance to what’s advertised. I mean zero, in ANY LIGHT. It’s grey. 3. Deducting £8.50 from a refund is absolutely appalling. 4. I was sent a statement from LRM goods which depicts I won’t actually get my money back until 19th December which makes it over a month since the purchase.