Customers left frustrated
Studio Retail, one of the fastest-growing online shops in the UK, has faced a barrage of negative reviews from customers in recent months. Many have complained about undelivered parcels, unpaid refunds, and overall poor customer service. The retailer's rating on Trustpilot has dropped to 3.9 stars out of five, and on Reviews.io, it has an abysmal average rating of just 1.3 stars out of five.
Changes to terms and conditions
What's even more concerning is that Studio has quietly made significant changes to its terms and conditions. The updated T&Cs now absolve the retailer of responsibility for long delays or missing returns. Customers are now required to allow up to 30 days for items to arrive, and the timeframe for returning items has been reduced to 28 days. The new terms also state that any returns are at the customer's own risk, potentially making it harder for them to get a refund.
Questions of deliberate intent
Some critics are questioning whether Studio is intentionally making it harder for customers to get refunds in order to save money. The retailer's reputation has taken a hit, with almost every review now featuring complaints about missing parcels, refunds, or difficulty contacting the company. Experts point out that while the new T&Cs may make it more challenging to complain about delays, Studio still has obligations under consumer laws.
Customer service struggles
Shortly after updating its terms and conditions, Studio reportedly put around 100 customer services roles at risk of redundancy. The retailer has not confirmed whether this has impacted customer service levels, but customers have reported delays in receiving responses to their queries. Studio has apologized to affected customers and stated that any customers with delayed orders will be offered the option to cancel for a full refund.
Seeking a resolution
If customers are struggling to get a refund from Studio or any other retailer, experts advise contacting the company directly and clearly stating the issue and the length of time they have been waiting. It's important to keep a record of all correspondence and any promises made by the company. If the issue persists, customers can escalate the complaint to a dispute resolution service or consider taking legal action as a last resort.
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