Wardrobe By Me Negative Experience

I have made a few items using patterns from WardrobeByMe and have found the instructions to be clear and the videos helpful. I want to share this encounter the shopping experience and customer support. Sadly, despite my high opinion of the patterns, I will no longer continue to purchase from the site and have stopped recommending it to my friends.

Instead of leaving a negative review without context, I thought I would just present the facts, with minimal interpretation from me. Please excuse some of the typos in my later messages, proof reading them seemed like wasted effort.

A short summary of the issue is that I purchased a shirt pattern digital download and accidentally bought it again a short time later as part of a 3 for 2 offer. I had already downloaded the PDF from the first purchase but not the second. My hope was to get a refund of the single purchase but if that wasn’t possible then refunding the second order was fine with me. The second order satisfied the refund requirements according to the policy of 1) not downloaded the order 2) within 14 days.

Me

I was just reviewing my orders and it appears that I have accidentally order the Tropical Shirt Pattern twice. I would like the pattern but having two copies isn’t necessary! 🙂

The two orders are #109417SH and #108905SH. Could you refund the latter (£11.90) and leave the order with 3 items.

Thanks so much, JJ

Christina Albeck

Hi there.

I can offer you a different pattern.

Me

Thanks but I would much prefer a refund of that specific pattern/order. If that’s not possible (I can see that I did download that pattern) then could you refund the other order (#109417SH) which I haven’t downloaded anything from and is within 14 days, as per your refund policy.

Thanks very much, JJ

Christina Albeck

Hi again,

I can’t refund something that is free.

I can offer you a different pattern.

Me

Hello,

It was the chino pattern that was free in order #109417SH. But that’s besides the point, I haven’t downloaded anything from that order and the refund policy says that I can get a refund if it’s less that 14 days and I haven’t downloaded the items. For that order, both of those conditions are met.

My suggested and preferred solution is to just refund the the order with just the Tropical Shirt

I have bought quite a few patterns and my latest order (#110173SH) really has got me everything I want for a while.

I don’t have time for a back and forward conversation because I have been crystal clear and my request is a reasonable one.

So please chose to either:

1) Refund #109417SH (order with 3 items, I haven’t downloaded any and less than 14 days)

2) Refund #108905SH (order with single item, that I have downloaded but is duplicated in the other order which I have not downloaded 

Please do not offer for me to switch to another pattern again, I will simply do a chargeback with my bank for #109417SH.  

Thanks, JJ

Christina Albeck

You have used a three for two offer that is active in July. Which one of the patterns is the free one is besides the fact, the patterns have the same price of 14 Euros.

The single pattern you ordered on 27/6 (#108905SH) was downloaded that same day.  The order date is beyond the two weeks refund period.

Me (I decided that I wanted last two orders refunded instead of just the one with the shirt in it because I am getting really frustrated)

I haven’t downloaded ANY of the patterns from the two latest order (#109417SH and #110173SH). 

I would like a refund for both of those orders now. To be clear, because I will use this email as evidence to the bank, none of the files were downloaded from either of those orders. Both orders were made within the last two weeks. The fact that one of the patterns in each order was free is irrelevant, I haven’t downloaded any of the files and I want a refund for the entirety of both orders. This is within the terms and conditions of the refund policy given on your site.

“Return and Cancellation Policy

We offer a 14-day return and cancellation policy on our PDF sewing patterns, provided the pattern file has not been downloaded. If you have not clicked the download link, you are eligible for a refund. However, once the pattern has been downloaded, we cannot issue a refund. For more details on our delivery process, please refer to our delivery information page.”

https://wardrobebyme.com/pages/terms-and-conditions-of-sale

If the money for both orders is not refunded by the Thursday 16th July then I will request a chargeback via my bank using this email chain as evidence.

Thanks,

JJ

Christina Albeck

Hi again,

Unfortunately, you already downloaded the Tropical shirt pattern on the 27th of June. 

I really don’t understand why it upsets you so much, that I suggest that you get a different pattern. You have bought a total of four patterns, one is a repeat, I suggest that you choose a different one as it’s included in the 3 for two special offer.

I can cancel the order from yesterday, but not the one from the 27th.

Me

I am not disputing that I have downloaded the pattern on 27th. What I haven’t done is download any of the files from the last 2 orders (#109417SH and #110173SH).

I think it is clear why I am not satisfied. I have purchased 11 items in total from Wardrobebyme (10 not including duplicates). I accidentally order a second copy of a pattern I had already purchased. Arguably your website should prevent the same customer from ordering an item more than once, that is poor design and no reason why anyone would want to do it.

I requested a simple refund of one duplicate item because I have spent a considerable amount of money on your shop and recommended to friends. I think this was a reasonable request. You disagreed and wanted to strictly enforce your terms on that order because I had already downloaded.

That is your choice. I have decided that I no longer want the last two orders and am exercising my rights as a customer to get a refund of #109417SH and #110173SH. My request is within the terms and conditions of your website (order received with last 14 days) and files were not downloaded from either of those orders.

You chose not to give me an  £11 refund so I have decided to I want a refund for #109417SH and #110173SH which will be a refund ~£58 [This should be £56]. It is not the choice I would make in your position but it is your business to run as you wish.

I’ve really enjoyed following along your videos and made lots of shirts and hoodies for myself from your patterns. I’m sad that this is the other face to the business on how you work with customers but it is what it is.

Best wishes,

JJ

Christina Albeck

What ever!

I’ve issued a refund.

£56 was refunded to my account a few days later. It’s one of the strangest customer support interactions I’ve ever had. The phrase that comes to mind is cutting your nose off to spite your face. It could have been £11 refunded instead.

There are solutions to prevent duplicate orders of the same item which would have prevented this from ever happening.