Hi there,
Since I was little, I was a fan of Roxy, I loved their products.
I had always bought directly in stores or in department stores. A couple of years ago I started buying directly on the website, since there is more variety than if you buy in stores. In addition, because in the sales season, there are very good prices.
First, I must point out that Roxy does not have anywhere in Spain to send returns, so if you have a problem, you must send the package to Belgium, and it is the customer who pays the shipping costs.
The changes could be made in the store, but in Valencia there are none. I think only in Madrid and Barcelona. Since I started ordering online, I rarely needed help from the customer service people.
When I had to contact them, I could easily go a week without anyone answering me. Which is inadmissible, because if you contact the customer service of any company, you will have an answer within 24 business hours. Maybe not the solution, but the first answer.
That’s how I learned that if I needed something, I had to send them 10 or 20 emails in a row to make sure they got back to me relatively quickly. Those who work in customer service and have used a CRM like Salesforce, know that it is horrible if you receive a lot of emails from a single customer.
In this way at least my problems were solved, even if it cost me countless emails and a considerable waste of time.
As I have always been related to customer service, I know perfectly well how the customer service of any company should be. Also, it seems obvious to me.
That’s why I consider myself “the best and worst” client. The best because knowing what it’s like to be on the other side, I’m always polite, respectful and I give detailed information about the problem I’m having in the first email, thus avoiding wasting time and facilitating the work of the agent who will receive my email.
On the other hand, I am also “the worst” client because if they make a mistake or do not take good care of me, I will do everything in my power to make them have a bad time. In other posts I have already told you that I am an expert denouncing and bursting social networks.
Anyway, with everything that had happened with Roxy and even though they were always pointed out for their incompetence, I kept buying because I really liked the clothes and swimsuits.
But in the last order I made, I received some leggings that were frayed in several parts. What any normal company would do in a situation like this is to send you a replacement and pick up the defective item.
With Roxy I had to spend weeks fighting by email and putting negative comments on all social networks because there was no way they would do what they had to do.
First, they offered me an extra 30% discount for keeping the item. Instead of giving it to me and that’s it. Because no company is going to give itself a bad life for less than 25 euros, which is what the leggings cost. I told them no because obviously damaged like that, I didn’t want them, and I wasn’t going to pay a single euro for them.
Then they offered me to drop off the leggings at a SEUR store, which I didn’t accept either because I don’t have to spend time and money going to a store who knows where, when it’s not my fault that they sent me a defective item.
Finally, they said that they would send SEUR to collect the leggings, for which they asked me to confirm the address, availability, and telephone number, when they should have all this information.
For two days, ROXY’s incompetents told me that the SEUR carrier had passed by, and no one was there. I work from home so I’m always there. It was very curious that I was always there to deliver my purchases, but not to pick up the defective item.
The fights with ROXY continued.
When the carrier finally showed up, it turns out it was the same guy who comes to deliver the orders. How was it possible that he supposedly hadn’t found anyone? I had to demand the collection receipt because he didn’t want to give it to me either.
But don’t think the story ends there, no. A couple of days later ROXY wrote me to tell me that they had received some DC shoes and not the leggings and “to clarify the situation or they were not going to reimburse me at all.” It should be noted that, in all these email exchanges, ROXY’s customer service lack of education always left a lot to be desired.
Upon receiving this email, I wrote to them again recounting the whole nightmare that I was going through for a refund of 25 miserable euros when what I wanted from the beginning was a replacement.
To this they replied that to “settle the matter” they would send me the money and that’s it.
That’s how I never bought from this company again beacuse as much as I love the clothes, it doesn’t compensate me for the energy I have to spend with rude and incapable people every time I have a problem. There are millions of companies in the world, that is, they are the ones who lose a very good client.
Customer support is the face of the company. It does not matter if you have the best product or the best prices, if you have bad customer service, you are a bad company.