SOLETRADER OUTLET

Reviews:

Liked that the site was able to determine automatically that I was in the USA and adjusted prices, shipping details, etc., for USA. Great prices. I also liked the ability to select Express Delivery to the USA for such a reasonable cost ($3 USD). Transaction was seamless, product was quickly readied for transit, and delivered within three days and one hour of order (ordered online 20231105 @ 1627 local time and was delivered to my door on 20231108 @ 1715 local time) - faster than many Amazon deliveries - and this was from across the pond, across the USA (Los Angeles, CA area), through customs and to my door in less than three days and one hour! Product was found to be exactly as ordered! With performance and prices like this (especially including the great Express Delivery price and speed), I will definitely be a repeat customer (this was my first purchase from Sole Trader Outlet) and will be one of the places I shop for my upcoming Christmas gift purchases! Still can't believe the shipment made it to me faster than an Amazon order I put in the same day on a different item!

I popped into the Ashford store and spotted a pair of Simon Carter Byrd 2 Chukka blue shoes which I really liked. They didn't have the shoes in stock but were able to order them to my home address which I did so. I left the store after purchasing the shoes and soon received an email with my invoice. However, the invoice presented a black version of the shoes so I popped back in to discuss with the staff member that the wrong shoes had been ordered. The staff member was apologetic and realised their mistake. I asked if this order could be amended and changed to the blue version which I originally purchased or get a refund and reorder the correct ones. However, I was then informed that they would not be able to carry out this request in store and that I needed to contact the web based team to correct the order or to obtain a refund, as it was a web based purchase. Even though I ordered in store. I left the store and came back as I was unsatisfied with the service presented. I was then informed by another member or the team that the shoes are actually listed black but look blue and that the invoice is correct and will be blue on arrival. I said that there are two colour options on the website being blue or black and they corrected me and said that the ones ordered will be blue on arrival. I received the shoes in the post and found the shoes to actually be black and then had to raise a return via the website. I chatted to the web chat which was really helpful and arranged a collection of the wrong shoes. However, I was unable to exchange the shoes for the blue version as they were now out of stock and had to then request a refund instead of an exchange. I found the service to be quite poor from a system point of view but also how the situation got treated. I believe a system should be put in place that when "web based" purchased has been carried out in store. A review of the order can be carried out by the customer, as they can double check the order being made to make sure the correct items are being ordered. If a purchase has been made within store, provide the option to be able to alter the order or give a refund to rectify the error, or at least show willing to correct an error rather than dismissing all errors onto the customer to resolve themselves by the website. Also, be honest to your customers. I feel that I was purposely misinformed about the colour of the shoes to remove me from the store as that was the easier option.