Platypus Shoes Customer Service

LNaremburn1 on 08/12/2018 - 13:38

Hi. Just after some advice. I bought a pair of shoes from Platypus Shoes that I saw advertised on here. The order I received was the completely wrong shoe - incorrect brand, size and colour. I have tried everything to contact Platypus customer care. They do not respond. This has been going on for weeks and they simply won’t reply. I even called their head office (Accent Group) and the receptionist told me that Platypus had turned their phone lines off. I tried to return the shoes in store and was told they would have to wait until they can contact customer care. I am finding this quite stressful as I bought the product in good faith from Platypus and have nowhere to turn now. Can anyone offer a suggestion as to what I could do? Thanks so much.

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Comments

  • payton on 08/12/2018 - 13:43
    +3

    did you use a debit/credit card to pay?

  • Quantumcat on 08/12/2018 - 15:28
    +2

    Refund is easy if you used PayPal - just file an item not as described claim.

  • Well Wasted on 09/12/2018 - 12:04
    +1

    i went into platypus to get some new laces… "we don't sell shoelaces, only shoes" i was told. W.T.F.

  • Naremburn1 on 19/12/2018 - 15:55

    I used a credit card. Thanks for the advice about PayPal- definitely will try that next time. Although I would be reluctant to buy from Platypus after this.

  • matt881 on 19/12/2018 - 17:35

    Just initiate a credit card charge back via your bank, they did not deliver what was ordered and you have exhausted all other reasonable avenues to have the problem rectified.

  • TheOneWhoKnocks on 03/01/2019 - 23:37

    How'd you go?

  • 00 on 04/01/2019 - 10:53

    This has occurred to me also. I ordered 3 pairs of shoes and a bag.

    1 pair of correct shoes arrived.
    1 pair of incorrect and unwanted boots arrived

    missing the other 3 items

    no reponse to online chat, facebook messenger and the support ticket I logged online has been unanswered

    I logged in to PayPal to log a dispute and it displayed the following:

    Customer Care reps directly by calling 1800 820 851, we're here Monday-Friday 8:30am-5pm AEST (excluding public holidays).

    After 10 minutes on hold on the phone, a pre-recorded message suggests contacting their online support team.
    The call is then disconnected.

    Fortunately I paid with PayPal and will lodge a request for refund for the portion of the order that did not arrive.

  • Naremburn1 on 06/01/2019 - 10:26
    +5

    I eventually get a refund after considerable stress and having to contact Fair Trading. It is the worst Customer Service from a major retailer I have experienced. I will never purchase online from Platypus Shoes again.

    • hasher22 on 09/01/2019 - 20:42
      +1

      yay, i recommend always pay with paypal. I even got a refund from an app that didn't give me my tokens for a game lodging a dispute and they didn't even want evidence

  • 00 on 07/01/2019 - 11:09
    +1

    Update: finally received a response from Platypus Customer Service and they said "We apologize for the delayed response, we're currently experiencing technical issues with our system."

    What a shitshow…

  • stucatz on 29/11/2023 - 11:57

    Their support is just garbage. Just bought 2 pairs from the recent sale. One pair was fine and the other one only came with one shoe in the box.

    The support number 1800 820 851 does not work - its is an automated message that says "the team is offline" and then disconnects the call.

    The Platypus online chat support gives 2 recommendations: a) go to a store and have them process the return and assist in the reorder of the item b) return the item and wait for that to happen, wait for the refund to happen, hope that the shoe stays in stock at the same price and re-order again (and pray that there is some quality control this time). Platypus do not engage in any form of reconciliation, nor do they offer to just send you the correct item. You need to order it again.

    I opted for option a) and the quality of Support was terrible. Staff at my closest store could not process the return and reorder the item (despite me calling ahead of time and telling them that I would come in for that specific purpose). I wasted more than an hour of my time rushing through peak hour traffic from work to get there in time before the store closed. Option b) is unsatisfactory and will take weeks.

    Great if the order is correct but a total shitshow otherwise.

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