Following the war and the large rush of November sales and winter sales, fashion companies have recently received quite a few complaints about poor customer service.
Delivery times have been significantly lengthened and can reach up to a month, and on social networks you can find many complaints about the lack of response in customer service of Golf Kids and Castro. The Golf Kids website updated that delivery times are 20-7 business days, and on the Castro website up to 10 days (compared to three business days on normal days).
Elnora from central Israel says: "I made a delivery on 24.11 on Blue Friday and received it on 12.12. I ordered a school uniform for my son. The website states that delivery times are up to 10 days, except for printed school shirts which have a delivery time of 14 days. I'm very obsessed and there's no way I haven't tried to message them. I sent them emails, inquiries on the website, WhatsApp and Instagram. In the end, Facebook told me that they were sorry and that they would try to speed it up. As far as I'm concerned, I wanted to be given an answer."
Castro store, photo: Amy Nakadai
Castro said in response: "With the increase in demand and attractive winter operations, and in light of the security situation, in which many employees in the group and in the courier system are in reserve, we are working with smaller teams. As stated on the website, we guarantee delivery up to 10 business days and usually deliver the orders beforehand."
Hila from Emek Hefer ordered delivery from Golf Kids and said: "I saw good prices and ordered in mid-November. I was charged for the reservation and did not receive a booking confirmation. From that moment on, there was no one to talk to. I wrote a comment on their Facebook posts and also tagged them and saw comments similar to mine. There is no answer by phone at all. After three weeks of writing and bullying wherever possible, I received an email with the transaction invoice and they wrote me that the courier company was on its way. I received the package in mid-December."
Golf Kids said in response: "The company is doing everything possible to provide the best service to its customers and in light of the high demand during the November sales, the company has increased its delivery and customer service system."
Delays also in Zara
Zara's website also saw a delay in deliveries. The website says that delivery times are 6-3 days, and in practice it is more. For example, a consumer who ordered a delivery on 1.12 received a message stating that the shipment would arrive by 21.12.
Zara, illustration, photo: Oren Ben Hakon
Zara Israel, the franchisee of Inditex brands, said in response: "We do not expect any further delays beyond the updated delivery times at the time of placing the order."
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