- Website Experience: a) Was charged for shipping wrongly. b) Order was accepted but was not delivered as it was out of stock. c) While upgrading their website they missed out on sending me the link to my account on their new website. -Customer Service Experience: a) 2 of my gently used Hanro boxers had concerns with the waistband so I wrote to them on 9th July 21. The concern was rejected/ignored stating that they were an old purchase. b) I escalated my concern to the Head Manufacturing Hanro & received an apology/acknowledgment stating that this is a manufacturing defect. A refund was approved immediately on 29th July 21. c) Intimates Lingerie UK sends me a gift voucher for the approved amount after over 2 weeks on 16th August 21! I responded back asking for a refund on 16th August 21. d) After not hearing from Intimates Lingerie UK for over a month, I escalated my concern to their owner on 21st September 21. Here is his response: ------------------------------------------------------------------------- Good morning Thank you for your email. I have looked into this matter and found that we have dealt with it promptly and efficiently all the way along the line. Indeed your previous complaints have also been dealt with very efficiently. We are more than happy to refund you the payment but to do this we must have the same bank details that you supplied when you purchased the product. Please send this directly to Beth, you already have her address. Thank you --------------------------------------------------------------------------- e) Intimates Lingerie UK was adamant on only refunding the small amount of 21.50 GBP to the original payment mode but also needed the sort code which I do not have as my credit card is an international one. So after 20 emails in which I had to provide sensitive credit card/bank account details in this GDPR era, my refund was processed. f) Intimates Lingerie UK has confirmed that they have deleted my account with them & that I am not on their mailing list anymore. I had asked them to initiate this for me. ------------------------------------------------------------- So from 9th July 21 till 23rd September 21 (two & a half months) is what it takes a Hanro customer to get their concern resolved that too after contacting Hanro directly & following up. -------------------------------------------------------------