Good morning,
Thank you for your feedback, and we're very sorry to hear about the difficulties you've experienced.
We’re glad you initially loved the dress, but we completely understand your disappointment upon discovering the fault with the lining. It’s also unacceptable that your second order arrived in such poor condition, and we're sorry it appeared to have been previously returned and was not correctly labelled or sized.
We also apologise for the trouble you had trying to reach us and for the delay in acknowledging your return. We aim to provide timely updates, and it's clear that in this case, we fell short. Please be assured that returns can take up to 14 working days to be processed from the date we receive them, but if that time has passed, we’d be happy to look into it urgently.
We’ve taken note of your request regarding postage and your concerns about the price reduction, and we'd encourage you to get in touch with our customer service team (with your order number) so we can review this fully and make things right. You can contact us via webchat here: https://www.hobbs.com/contact-us.html
Thank you again for taking the time to share your experience. Your feedback helps us improve, and we sincerely apologise for the inconvenience caused.
Kind regards, Hobbs Customer Care
