Very difficult to complete a return from the UK which left me out of pocket
I received my item on 23rd November - excellent quality but not what I was expecting, so I followed the return process, and paid for my return through the returns portal advised on the Cafe Racer Website.
Despite paying for the return and receiving a return label for UPS, the customs documentation was not sent to me and UPS refused to collect my parcel. Cafe Racer webshop told me to handwrite a note on a customer invoice 'so customs would know it was a return'. UPS laughed at the suggestion and refused my parcel of course.
My tenacity and research with calls to UPS and eventual help from someone at Cafe Racer Webshop who realised I needed more than providing a handwritten note for UK and EU customs... and my return was accepted to be taken by UPS. Originally I'd written a review of 1 star as I was left frankly without help and with the perception that Cafe Racer Webshop saw the problem as mine and was rather casual and dismissive of something so formal as Customs requirements.
Yes, I managed to get my return processed in the end, but not without wouldn't significant persistence for almost 2 weeks just to get it resolved and be able to return an unused item back..
Lessons learned for both myself and Cafe Racer webshop; For me, I doubt I'll risk a reorder for anything I like the look of again from them, that has any risk I may have to return it. For CRWebshop a learning to check 3rd party offerings they rely on and perhaps to test the customer journey lives up to their website claims..I'm left out of pocket and the thought of a purchase again is too much hassle than it's worth.
CRwebshop emailed me to change my review once UPS Took my return,
Sorry CRW, but I would advise that to have a customer feel like a review needed to be changed, you would do something to make a customer feel they should. Ignoring the terrible experience but giving a refund, doesn't mean your service got better in retrospect,,,work on your customer connection :)
