Farlows Comentários

Thank you for your review and sorry to hear of your disappointment with these two products, it clearly falls short of the very high standards we expect of ourselves and our suppliers. I’d like to respond to your various points if I may. Having now spoken with Harkila about the Harkila Ladies Vinnie crew neck Merino wool jumper you ordered from us, they’ve said the copy for this product on their website was incorrect (an error meant it duplicated from the men’s version of the Vincent Merino jumper), which will also have been reflected in the Farlows website product description. They have confirmed the product is 100% Merino wool, and apologised for the website description errors. Both their and our websites have now been updated, so thank you for bringing this to our attention, it makes things more accurate for future customers. The bobbled fabric you found around both ankles on the inside of the Laksen Ladies navy Pennyton cotton chino trousers is not due to heavy wearing - these trousers are brand new, received directly from Laksen and securely stored in our warehouse in Herefordshire. The surplus material you found can be removed simply with some sticky tape (as we did ourselves on your returned item), it’s not attached to the main fabric of the trousers and isn’t bobbling. It’s hard to determine where this material originated from, and the same is true of the small cobweb you found. I can only apologise that our quality control before sending this product to you fell short on this occasion. We’ll try harder. Thank you for your comments regarding the efficient refunds process. Please accept my apologies that we had to send you a picture of the returns label - we usually use our scanner to generate a PDF to share with the customer, however our scanner was broken for a couple of days. I’m glad that as you weren’t able to print it we were able to arrange for the courier to collect the items directly from you instead. Finally, I’ve looked into the Orvis rod you ordered (together with 8 other items) on 1st May 2023 and the emails you exchanged with our customer services team following your order. The other 8 items we had in stock and were promptly dispatched to you, and payment for those items would have been taken on dispatch. Your Orvis rod however was out of stock and not due in from Orvis for another week, so this item was not sent and payment was marked as pending. Orvis however were twice unable to fulfil this order for us on the dates they had previously specified. We tried to keep you updated as best we could. When they eventually told us it would not be due until 17th June, we asked if you wanted to wait or cancel the order and you cancelled it on 5th June (payment was never taken for this rod). This was a frustrating situation for both you the customer and for us as a business, for which I can again only apologise. It's very unusual for me to issue so many apologies to a customer, so I do understand why you may not use Farlows again. If you do ever wish to give us a second chance, please email me directly at simon.tilbury@farlows.co.uk and I will arrange for a free gift voucher to be sent to you to help toward your purchase.