Costway UK

Great website, great prices and quick delivery of the product

We have placed many orders with Costway. However, on this particular occasion for order *******483, the customer requested to return the item due to a quality issue. The customers remarks as follows:

"Hi, I was very disappointed with the quality of the chair to be honest. Its not what I was looking for at all."

So I emailed Costway on Thursday 15 December 2022, regarding the return request following their protocol for returns. However, to my dismay, Costway has ignored the request. The date is now Thursday 22 December 2022, at the time of writing this review. I had sent a few more emails to Costway asking them for their assistance with the return request, and still no reply. This tells me, that despite their Return Policy ( https://www.costway.co.uk/return-policy), that they do not support returns, at least in my case. I find this appalling especially for company who state on their About page that "Costway has continued to exceed client expectations" No, this is untrue, certainly in this case.

Now, because Costway has not responded and not supported this return request, we now have to foot the bill, and refund the customer £388.00, as the return is an armchair, and we have no idea where to ship the armchair to since Costway has not responded with their return address. Also, if the customer does not want to keep the armchair we will also be faced with a very expensive delivery cost shipping to our own warehouse because the item is a large item, therefore will probably be very expensive for the customer to ship. If the return request was done properly, supported by Costway, the item should be sent back the same way as it was sent to the customer and shipping would be a whole lot less for a business.

We had about 2000 costway products on our commercial store, however, we deleted all of them, and will not use Costway ever again, and good riddance. Another issue is that the Costway CSV stock file is not updated properly, despite many times I have informed them about this. Their CSV stock file is very difficult to manage because they use the same SKU number for all variants of an item such as colour. This will not work. For example, if one colour is out of stock, and other colours in stock, it appears in the CSV file as if all colours are in stock. Also, if an item is totally out of stock they simply delete it from the CSV file instead of updating it to zero. This means you will not ever be able to update your inventory correctly against Costway stock, as the item has been deleted from their CSV file, therefore, will not be a match on your inventory against a deleted item from their CSV file, and the item will falsely appear as in stock in your store. This has presented us with a lot of cancellations damaging our business on commercial platforms. Amazing, that in this technological age, that a so called dropship company has no idea or expertise of how to properly efficiently manage a CSV stock file. Insane! How do the other dropship clients get round this conundrum? We simply say good riddance. There are plenty of other dropship companies out there who are highly professional, and got the dropshipping process and inventory stock management down to a T. And I'm sure that they support returns, and not totally ignore you, so far for a week. We are currently moving to one of them.