In October I ordered a running top from ontherun.co.uk. This was a Christmas present for my husband. On Christmas day my husband tried on this item and concluded that it was too big for him. Straight away I emailed Ontherun.co.uk to inform of this situation and request that I may be able to exchange the item for a smaller size.
I had a prompt reply from Mike at customer services stating that my request would be met and that I should follow the return/exchange procedure detailed at www.ontherun.co.uk. This I did, and I returned the item, with a covering letter, to Ontherun.co.uk by registered post.
By 14th January I had not received my exchanged item, and so I emailed customer services asking for clarification on where my item was.By 20th January I had not had a reply to any of my emails or my letter.
On January 23rd 2008 I wrote to the company requesting that they either:
1. Send me an exchange in place of the item I returned to them OR
2. Refund to me the cost of my item OR
3. Return my item to me
I had no reply to this letter so I sent a second similar letter on 24th Febuary 2008. Again, I had no reply so contacted Consumer Direct who passed my case on to my local trading standards. Trading Standards wrote to ontherun.co.uk twice more threatening legal recourse, but amazingly ontherun UK have still failed to reply.
It is astonishing that companies are allowed to get away with such blatant bad practise.
Emmabaker100
Wales
United Kingdom
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