TOG24 White Rose

This was an online issue not store, but cant review the company anywhere. First off I want to say, the jacket I had was very good quality, warm and waterproof. But the customer service I got was simply not good enough. My jacket was inside of a year old and the teeth on the zip broke. When I sent an email I was told (paraphrasing) it is outside of a year so we cant do anything. I then told them again it is inside of a year. I then sent pictures of the issue and was told to send the coat back (free of charge I may add). Before I sent it back I took it to a repair shop who quoted 40 to fix it, Tog24 said they would not reimburse for this. I sent the coat back as I was hopeful they knew the problem and could fix it free of charge. I was then told once they received the coat that they couldnt fix it and its no longer stocked, so I could have a coat in exchange. A coat that was cheaper and no where near the same style. I declined and requested a coat that was nearer to the style (albeit more expensive). I was told I would have to pay the difference for this other jacket, I then mentioned that this was a clear double standard as they had no issue sending me a cheap jacket and not offering me the difference in price. After 2 weeks with no jacket and the weather getting colder I had had enough and requested a full refund. I was told this was not available as it was outside 6 months old. I pointed out on their site it says "If your garment is over six months old and we are unable to repair or replace your garment your account will be credited with the amount that you originally paid for items purchased through our website." This message was ignored. They have now sent back my jacket and I have taken it to get repaired. I am 2 weeks and 40 out of pocket. This really is not good enough. Like i said at the start the jacket is great, the customer service is poor. Take your money elsewhere.
Nov 27th, 2021