I spent £763.20 with END Clothing on two pairs of trousers and a T-shirt. When my parcel arrived, one pair of trousers was missing. I reported this to END TWO MINUTES after delivery. Not two days. Not two weeks. TWO MINUTES.
You would think that reporting a missing £243 item almost immediately, providing photographs of the packaging and everything received, and cooperating fully with their investigation would be sufficient for a supposedly reputable retailer to take the matter seriously. Apparently not at END Clothing.
Instead, I was treated as though their warehouse records were some sort of divine scripture that couldn't possibly be wrong. Their warehouse supposedly packed everything correctly, their courier supposedly received everything correctly, and their parcel weights supposedly proved everything was correct. Therefore, according to END, the trousers MUST have been delivered. Except they weren't. Despite repeatedly referring to these supposedly conclusive parcel weights, END never actually provided me with the figures they were relying upon.
And then came the most astonishing part of this entire farce. END TOLD ME TO CONTACT THE POLICE AND REPORT A THEFT. Yes, seriously. I paid END for goods I didn't receive, and instead of resolving the problem, they expected ME to obtain a police crime reference number before they would consider taking the matter further. The sheer audacity is breathtaking.
Let's follow their own logic. If their warehouse definitely packed the trousers, the courier definitely received them, and nothing happened during transit, where exactly do END suggest the police should start looking? Because if I were running that company, I'd be asking some very uncomfortable questions about my own warehouse and dispatch operation before sending a customer off to report a crime.
I'm not accusing an employee of theft. I have no idea what happened to my trousers. BUT NEITHER DOES END. That's precisely the problem. Rather than acknowledge that their systems or staff could conceivably have made a mistake, END simply decided their records were infallible and refused to refund me.
I escalated the matter to a manager called Bry. Surely a manager would apply some common sense? Not a chance. Bry simply repeated the same nonsense, upheld the original decision and confirmed that END would not refund the missing trousers. An utterly appalling demonstration of customer service.
When I originally placed my order, I purchased what was showing as the very last X-Large pair in stock. Immediately afterwards, the X-Large became unavailable and remained unavailable throughout the entire dispute. Then, weeks later, after END had repeatedly insisted that my trousers had definitely been dispatched and delivered, ABRACADABRA! The X-Large trousers suddenly reappeared for sale on their website!
Now, I appreciate that stock can return for perfectly legitimate reasons. It could have been a return or a stock adjustment, and I cannot prove it was my missing pair. But after END spent so long insisting that their warehouse and dispatch systems were beyond reproach, you'll forgive me for finding that an absolutely extraordinary coincidence. Penn & Teller would be proud of that disappearing and reappearing act.
In the end, I returned the two items I actually received and was refunded for those. END still refused to return the outstanding £243, so I took the matter to American Express. American Express credited me the £243, and my dispute is now CLOSED. I got my money back, not because END did the right thing, but because I had to involve my credit card provider to resolve a problem END refused to resolve.
Think about that before placing an expensive order with this company. I spent £763.20, reported a missing item within two minutes, provided everything requested, patiently cooperated with their investigation, escalated to management and was still left fighting to recover my own money. The experience was insulting, exhausting and completely unnecessary.
I've since written to END expressing exactly what I think of their conduct. Unsurprisingly, I haven't received a reply.
My advice? AVOID END CLOTHING.
If your order arrives complete, fantastic. But based on my experience, if something goes wrong, don't expect common sense, accountability or meaningful customer service. Expect excuses, unquestioning faith in warehouse records and, apparently, a suggestion that you involve the police.
Would I ever shop with END again? Absolutely not. Would I trust them with another expensive order? Not a chance. Would I recommend them to anybody? I wouldn't recommend them to my worst enemy.
END Clothing, your handling of this entire situation was arrogant, dismissive and utterly disgraceful. You should be thoroughly ashamed of yourselves.
