Carmakoma

I have bought many products from Carmakoma.com, and I generally like them. I have had two occasions where quality was an issue, but the company promptly and cheerfully replaced the items.

HOWEVER if you must return merchandise, it's at your expense and it's horrendously costly to ship or mail to Denmark from the USA.

In January I needed to return 3 pieces of clothing valued at $150.00. The cheapest method was $37.00 using the US Post (UPS quoted me more than double that price).

In March the package was returned to me. According to the return labels marking the package, it arrived at the Danish Post in February but was never picked up by the business, so it was returned to me.

I contacted Carmakoma by email, explaining that the package had arrived in Denmark but the Danish Post claimed it had never been picked up by them. Carmakoma expressed surprise, and suggested that I contact the carrier.

I contacted the Danish Post, who couldn't confirm whether the business had failed to pick up the package, or if the Post had failed to deliver the notification to Carmakoma.

Moral of the story: neither Carmakoma.com nor Danish Post accepted responsibility for the situation.

Through no fault of my own, I am $187.00 out-of-pocket ($37.00 for postage, and $150.00 of merchandise that was never received and therefore impossible to refund).

And I am stuck with 3 items of new clothing that I can't use.

For this reason I would not recommend buying from this site.

I would suggest that Carmakoma.com offer a more economical and reliable solution for returns (prepaid return labels?) for its US customers.

UPDATE:

Within a day or two, a company representative contacted me about my review. She was very nice, and sincerely interested in finding a satisfactory solution. She put me in touch with another representative who also was genuinely interested in solving the problem, and proposed refunding the price of the clothing. I said I would be happy to modify my review once the situation was put right.

I did indeed receive a refund but it was partial, not for the total amount of the clothing. I wrote an email asking about it but I haven't received a reply yet.

My impression is that Carmakoma is a small company and its staff is probably busily multi-tasking (I know that they have just introduced a new website, and are preparing for the introduction of the A/W line), so the partial refund and lack of response may well be due to human error and oversight.

If there is any other info, I will keep Site Jabber posted.