SNS London — Local services in London

It’s very unfortunate that i’m having to write this review, however attention needs to be given to the issue. I bought 2 items prior to christmas for a very good price, however upon arrival decided they weren’t to my taste and returned both on 30/12/23. After over 2 weeks had passed with no communication I decided to reach out to see when I was to receive my refund. An agent has since replied stating they didn’t know and that I’d be passed to the returns team (this has not happened). Today however I have received a reply stating, “our returns department has reported a discrepancy on the returned order. As per their findings, the order was partially received, indicating a missing item according to our warehouse records.” - which factually is not the case unless their currier who I had to pay to get returned to them has tampered with. Furthermore, even if this is the case you need to do an internal investigation and refund me my order, as your inadequate processes should not play any role in my returns procedure. I planned to leave a review once the process had concluded, however I am so disappointed in the progress to this point, with the lack of communication and refund they should have processed a week ago, that I simply had to make it now.

*Update: SNS have replied stating it is under investigation… yeah that’s great but the issue has occurred once the items was with your 3rd party or actually in house at SNS. There is absolutely no reason given as to why my funds are still being held, nor any form of urgency to solve the matter. They should be apologising and releasing my funds, instead I get generic replies whilst they continue to break the terms of service we both agreed to 👍. Terrible company who don’t care about their customers, AVOID buying from here, have never known a company this bad.

*Update no.2: I did not think I would need to come back to this again, but here we are. Due to the above I contacted my bank to attempt to re-claim the payment until which time SNS honour their agreement with me, and refund me for my purchase, which appeared to work, as I received a noreply email stating the refund has been handled and I would receive the full amount of £131, the story should now be over…. however, instead I wake up this morning with a refund from SNS for £66, which isn't even the exact cost of either item received. The level of incompetency the company operates on is frightening… I have once again had to contact their customer service team, where I’m sure they will be investigating the payment for the next few weeks with no action action. PLEASE PLEASE PLEASE, do yourselves a favour and no not shop here!

*Update no.3: After 5 long weeks, SNS have now emailed me stating, “After an extensive scan of our warehouse facility, our team, unfortunately, could not locate the remaining item from your return. This indicates that the item wasn't shipped originally. Regrettably, due to this circumstance, we are unable to proceed with the refund for the remaining item.” The level of anger I have with this is off the scale. I have never dealt with a company who have lost an item, and then blamed the customer in order to not refund them. I’m out of pocket £65 due to SNS incompetence, and they’re essentially stealing from me at this point. I will again look to raise this with my bank, but my goodness, do...

I ordered a pair of trainers 2 weeks ago for a photo shoot I had coming up. I payed £7 for shipping and expected my order to arrive within the 3-5 working days advertised on the website. After a week of waiting I decided to contact coustomer services to see what progression had been made. The woman I spoke to told me there was a delay in the wear house and assured me my order would be shipped the next day. After a further 3 days of waiting I called coustomer services again as I had not received an email informing me of dispatch. Again I had to chase up my order. This time I spoke to a man who told me (once again) the delay in the wear house was the reason my order had not been shipped. When I asked if I could have a refund for the £7 shipping I had payed he told me I could not despite it being well over the 3-5 day shipping period. It was a full 2 weeks later when I finally received an email informing me that sneakers n’ stuff didn’t even have the shoe in stock and my order had to be cancelled. Regarding the photo shoot, I was left slightly embarrassed when I had to tell my client that I could no longer supply everything I promised because the website I ordered the shoes off were so disorganised they weren’t even aware they were out of stock. I am still awaiting my refund. Very unimpressed with the...

I have bought quite a lot of shoes from here. I had to return one pair of shoes due to them being too small for my partner. Paid over £12 to return the shoes. Received my refund (only when I contacted them asking them where is was as it had been quite a long time since they had received the return) minus £7 initial postage costs. THIS IS ILLEGAL. I have returned shoes in the past and they have done this before. Contacted them to ask why they had not returned initial postage costs only be told it was in their terms "Sneakersnstuff does not refund any shipping expenses paid by the customer." Again this is against UK consumer distance selling regulations which totally smashes their “terms”. If they do not return my postage cost I will report them to Trading Standards but I will definitely not be buying any from them again. Update: Just ignored my emails to request my postage refund, what a shoddy company this is. Lost me as a customer and anyone else who doesn't want to put up with this kind of illegal treatment. I have reported the matter to Trading Standards so hopefully they will be able to stop them doing this...