ComplaintsforStoko Design
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Complaint Details
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Initial Complaint
21/05/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a pair of leggings from Stoko on April 27, 2024, via their website, as part of their spring sale promotion in which all leggings were 25% off. The leggings are now listed at $398.00, but because of the store-wide discount I paid $298.00 (and youll see on my receipt that there is no mention of a 25% discount off a higher list price, just the $298.00 they charged me). Stokos website contains numerous statements regarding their generous return policy, asking purchasers to wear the garment before returning, even wash the garment, etc. and saying that they will accept returns no questions asked within 60 days. Well within the 60-day limit, I requested a return. They are rejecting my return request by saying that because the leggings were more than 20% off the original list price, they are final sale and not returnable. Nowhere in their advertising, nor in my receipt, is this more than 20%=final sale no returns policy listedand in fact, my receipt only shows the discount as being $15 off for free shippingthe price is listed at $298, and does not indicate that the leggings were 25% off any original list price.I have reviewed the current legal terms and conditions provided on the site (and have included them for you to review as well), but I believe the legal terms and conditions may have been changed after I purchased the leggings, but have no way of finding the ****************** that were in effect when I made my purchase. There were no indications at the time of the sale that the leggings could not be returned, and all available advertising suggested the opposite. The customer support team has been unhelpful and I find it appalling that a company whose advertising is built around their risk free flexible return policy would not honor that policy for a pair of leggings that is within the 60-day return window, and are in brand new condition with the tags still attached, especially at the high price point.Business response
22/05/2024
Our public facing policy states Any order purchased at a discount higher than 20% is a final sale and is not eligible for a return, this is visible on our website under our Return & Exchange page (link: **************************************************************). Attached is an image as it lays on our website.
We strive to be understanding and value a great customer experience. We did not recieve any communication from the customer that stated they were misinformed or had a misunderstanding of the return policy, had we been followed up with by the customer we would have been happy to find a viable solution to their inquiry.
The customer has successfully created a return for themselves through our returns portal, Loop on May 20, 2024 at 12:24pm. Attached is confirmation that the customer was able to create this return for themselves. This return portal link is accessible through the same website page as our policy is stated (Link:**************************************************************). Once the customer uses the free return label they were able to create through our website, and their product is delivered and processed at our warehouse, they will receive a full refund for their order.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.