“I ordered dresses to arrive on the 10th September. I contacted dpd they had not trace of a parcel! You do not have a telephone number to contact you. I emailed you trying to find out what was happening and it's been nearly 24 hours and still had no reply... Very poor customer service”
Hi Jacqueline,
Thank you for reviewing our service. I'm sorry to hear you've had problems placing your order and sincerely apologise for any inconvenience caused.
We appreciate all of the feedback we receive and it will be passed on to the relevant teams. We are constantly looking at areas of our service we can improve and contact with our customers is one we've been working on.
I can ensure you that we now have a dedicated customer care team and are in the process of having a direct contact number setup for them. This will be announced on our website as soon as it is available.
Sarah @ Hybrid HQ
“Very poor customer service, I sent online requests and emails enquiry about my return as i had not heard from them three days later I get a response. I gave them information that they required as they said they had not recieved it deposits the post office said it was delivered three days prior.
Since giving them the information i have not heard back from them about my refund. I have sent another message asking for the complaint prcocedure and for someone to contact me to sort out my missing parcel and still nothing.
Not to sure what else I can do other than wait. There is no number either, be very wary when retiring items”
Hello,
Thank you for reviewing our service. I'm sorry to hear you've had problems placing your order and sincerely apologise for any inconvenience caused.
I will pass on your feedback to the relevant departments to be investigated and I will also ensure all of our procedural information is readily available on our website.
Sarah @ Hybrid HQ
“I work abroad so ordering online is my only option and can sometimes be a chore. The Hybrid team were very understanding, provided great communication with regards to my order so that I was able to track and monitor properly. The dress when it came was fabulous. The overall experience was very good.”
“Beautiful dress. I'm usually a size 10 to 12, but the 12 was incredibly tight, and unfortunately will have to return both dresses. Will order the 14 but have a feeling that'll be too big on the bust.”
“I ORDERED A DRESS FROM HYBRID AND PAID FOR NEXT DAY DELIVERY AND IT TOOK A FULL WEEK TO ARRIVE - 7 FULL DAYS. I WAS VERY DISAPPOINTED AS I NEEDED THE DRESS FOR AN OCCASSION AND IT DIDNT ARRIVE ON TIME SO I HAD TO GO OUT AND BUY ANOTHER DRESS.”
“Brilliant service, quick delivery and totally love both my dresses!!! They look amazing. And great value. Thank you I will be definitely using Hybrid again.”
“The purchase experience is very good and very easy. I have tried to get in touch re aftecare, have sent two emails and had nop response. A good company is judged by how it deals with problems. You are too inaccessible. No telephone number and no response to emails.
When i puchased my latest item, as it was a while since the prior purchase, i had forgotten that you put do not remove labels onto your product. As i tried on the first dress the label popped off. I tried to contact you by email, was irritated that i could not call and whilst I like the hybrid product the aftercare would make me not purchase and warn others not to. My emails received no response and I posted the product back. I will be very annoyed if i do not get my money back and will share my opinion as relevant with friends and especially those with any media influence.
Julia church”
Hi Julia,
Thank you for reviewing our service. I’m sorry to hear you were disappointed with our after care support and sincerely apologise for any inconvenience caused.
We are constantly looking at areas of our service that we can improve and contact with our customers is one that has been identified. Our customer care team has recently undergone a restructuring and we are in the process of setting up a direct contact number to ensure we can provide a dedicated line of support.
Your feedback will be passed on directly to the customer care department to help improve our service.
Sarah @ Hybrid HQ
“Love one of the dresses I ordered the other doesn't suit me so will be returning it. Websites nice and easy to use, however I think 1:00pm is a really early cut off for delivery times. If someone only has lunch 1-2 they miss the cut off for next day delivery which isn't very helpful.”
“I rated hybrid poor as I paid for next day delivery and ordered before 1pm that it states only for the dress not to arrive for 2 days having ordered dresses from different sites and paying for next day delivery on them all hybrid was the only one to let me down am not in process of sending the dress back”
Hi Geraldine,
Thank you for reviewing our service. I’m sorry to hear that your order did not arrive in time and sincerely apologise for any inconvenience caused.
We are working hard to ensure all of our orders are delivered in a timely manner and your feedback will be passed on to our dispatch team for investigation.
Sarah @ Hybrid HQ
