DV8 Fashion Anmeldelser 221

Besvarelse fra DV8 Fashion

30. jul. 2025

Hi Mr. McGuinness,

I’ve looked into this for you and can confirm that we’ve contacted you on three separate occasions regarding this order—once with an update and twice in response to your previous messages.

It’s possible that our replies may have been filtered into your Junk or Spam folder, depending on your email settings.

For your convenience, I’ve included the content of those email responses below.

Please don’t hesitate to reach out if you have any further questions or need additional assistance.



From: Orders orders@dv8fashion.com
Sent: 23 July 2025 08:39
To: Sean McGuinness *********@gmail.com
Subject: Order ID: 471115

Hi Sean,

Thank you for your recent order.

During our final quality check prior to dispatch, we identified an issue with the stitching on the toe of the right trainer.

As we’re committed to ensuring you receive products of the highest standard, we’ve decided not to send this pair and are currently sourcing a fresh replacement from one of our retail stores.

As a result, there will be a slight delay in dispatching your order. We expect to have the replacement pair ready by Friday, with delivery estimated for Monday, 28th July.

By way of an apology for the inconvenience, we’ve included a promo code for Free Shipping on your next order.

We appreciate your understanding and hope you agree that a short delay is preferable to receiving an item with a defect.

If you have any questions or need further assistance, please don’t hesitate to reply to your order confirmation email.

Kind regards,
DV8 Online Team



From: Info info@dv8fashion.com
Sent: 25 July 2025 15:39
To: Sean McGuinness *********@gmail.com
Subject: RE: I have a question about my order

Hi Sean,

Thanks for your message.

We sent you an email at 08:39 on July 23rd explaining that there would be a delay to the shipping of your order due to a quality issue.

We received your replacement pair today and they have shipped - you will have received an Order Shipped Email today. Delivery is estimated for Monday, 28th July.

We appreciate your understanding and hope you agree that a short delay is preferable to receiving an item with a defect.

If you have any questions or need further assistance, please don’t hesitate to reply to your order confirmation email.

Kind regards,
DV8 Online Team



From: Info info@dv8fashion.com
Sent: 28 July 2025 11:12
To: Sean McGuinness *********@gmail.com
Subject: RE: I have a question about my order

Hi Sean,

Thanks for your message.

We sent you an email at 08:39 on July 23rd explaining that there would be a delay to the shipping of your order due to a quality issue and a further response to your query submitted on July 25th.

We were able to source a replacement pair of trainers for you.
I can see that delivery happened this morning at 10:44.

We appreciate your understanding and hope you agree that a short delay is preferable to receiving an item with a defect.

If you have any questions or need further assistance, please don’t hesitate to reply to your order confirmation email.

Kind regards,
DV8 Online Team

Besvarelse fra DV8 Fashion

Opdateret den 31. jul. 2025

Hi Jo,

Thank you for taking the time to leave a review. While we’re disappointed to hear that your experience didn’t meet expectations, we appreciate the opportunity to address your concerns.

Let me respond to each point individually:


DELIVERY;

Our website clearly states that orders placed by 3pm Monday–Friday are dispatched the same day. Orders placed after 3pm or over the weekend are shipped the next working day.
Your order was placed over the weekend, which preceded a Bank Holiday (also noted on our site), and was dispatched on Tuesday, 15th July.
Tracking confirms it was delivered the following day—Wednesday at 10:46am—one day ahead of the advertised 1–2 working day delivery window.


POSTAGE & PACKING CHARGE;

The £3.95 Express Shipping fee is clearly displayed both on our Delivery Information page and during checkout. We aim to be transparent about all charges.


RETURNS POLICY;

We understand your frustration regarding the price reduction after your purchase. However, like most retailers, we do not offer retrospective price adjustments.

To assist you whilst remaining within our policy, we suggested returning the original items for a refund, leaving you free to repurchase them at the new price if you wished.


LIVE CHAT COMMUNICATION:

Having reviewed the interaction, we’re confident that our agent provided accurate information regarding our returns policy.

While the outcome may not have been what you hoped for, the communication was courteous and professional throughout.

We’re genuinely sorry that your experience didn’t meet your expectations, but we hope the above clarifies our position.

If you have any further questions or unresolved concerns, please feel free to reply to your confirmation email—we’re always happy to help.

====================
In relation to your follow up;
====================

Hi Jo,

I’d like to provide some further clarification regarding your order:

Your order was placed on Saturday, 12th July at 08:49.

As advertised orders placed after 3pm on a Friday do not ship until the next Working Day.

As outlined in section 4b of our Delivery Information page, the Northern Ireland July Bank Holiday is listed as a non-postal day. We are based in Northern Ireland.

This year, the Bank Holiday fell on Monday, 14th July.

As your order was placed over the weekend preceding this bank holiday, it was dispatched on the next working day—Tuesday, 15th July.

On a 1–2 working day delivery service, the expected delivery date would have been on or before Thursday, 17th July.

According to tracking, your package was delivered on Wednesday, 16th July at 10:46am, which is one day ahead of schedule.

All of this information was clearly available on both our Delivery Information page and during the checkout process.

We’re confident that your order and subsequent queries have been handled professionally and courteously by our team.

We understand that your main concern relates to the request for a partial refund after two items you purchased were later reduced in price. As mentioned, our policy aligns with standard retail practice, and we do not offer retrospective price adjustments.

While we’re always here to help, we feel it’s important to resolve matters constructively and avoid prolonging the issue on public review platforms. If you have any genuine concerns that remain unresolved, please don’t hesitate to reply to your Order Confirmation email—we’ll be happy to assist.

Kind regards,
DV8 Online Team

Besvarelse fra DV8 Fashion

28. jul. 2025

Hi Julie,

Thank you for taking the time to share your thoughts with us — we’re really sorry to hear that your experience didn’t meet expectations.

We’re proud that many of our customers enjoy the service and style we offer in-store, so it’s disappointing to hear that we may have missed the mark in your case.

Your feedback is important to us, and we’d love the chance to understand more about what went wrong and how we can make things right.

If you’re open to it, please feel free to reach out to us directly at info@dv8fashion.com. We’d be more than happy to listen and help however we can.

Thanks again for getting in touch.

Warm regards,
The DV8 Customer Service Team

Besvarelse fra DV8 Fashion

21. jul. 2025

Hi Julie,

We are disappointed to read your review, particularly having provided you with a detailed response to your query.

We have confirmed to you that not all AX Paris items include the ribbon that you refer to (we invited you to verify this with AX Paris directly, who would have provided you with the same information).

We also provided you with a video showing a freshly delivered package of the same item that you ordered being opened. This showed an unopened seal on the AX Paris packaging and when opened the item did not have the ribbon that you refer to.

We are not only an official AX Paris stockist, but one of the largest stockists in the UK/Ireland and we very much assure you that the item was brand new and unopened when you received it.

Regarding the delivery service - you did select a 'Signed' service and so the courier would typically require a signature (they wouldn't put it through a letter box without obtaining the signature).

You can of course instruct the courier to leave the package without a signature, by following the link provided in your email.

Should you require any further information please feel free to reply to the last email that we had sent to you and we will be happy to help.

Kind regards,

DV8 Customer Service Team