Here is a sample trading standard letter you will need for this company - WARNING DO NOT BUY FROM…read moreTHEM.
Subject: Complaint about Jensen Mode / jensen-mode.com - alleged misleading online sale, incorrect goods, refusal to cover return costs, and refund concerns
Dear Trading Standards / Citizens Advice Consumer Service,
I am writing to report my experience with Jensen Mode, trading via www.jensen-mode.com and using the email address info@jensen-mode.com.
I placed order XXXX for a lilac trouser and waistcoat outfit. The items I received were completely different from what I ordered and, in my view, not a reasonable substitute or minor variation.
When I complained and requested either a full refund or a prepaid return label, Jensen Mode replied that I would need to return the items to their "main warehouse" for inspection and that they would not provide a prepaid return label. They offered a 25% refund if I kept the goods.
I am concerned because the company appears to be requiring me to return the incorrect goods internationally at my own expense, despite the issue being caused by them sending the wrong items. I have also now noticed that the parcel appears to have come from a UK address before they asked me to return goods overseas.
The UK address I have found in connection with the company/director is:
LUO, Min
Correspondence address: Unit 7 Trident Way, Southall, Middlesex, UB2 5LF
Role: Director
Date of birth: November 1973
The customer service contact signing the emails is:
Valentina Pichler
Customer Support Team
Email: info@jensen-mode.com
Website: www.jensen-mode.com
I am concerned that this business may be misleading UK consumers by advertising one product, sending something materially different, then requiring the customer to pay return postage to another country before any refund is considered. I am also concerned that consumers may be left with no refund, no usable goods, and further postage losses.
I have seen negative reviews online, including on Trustpilot, which appear to show similar concerns from other customers:
https://uk.trustpilot.com/review/jensen-mode.com
I would be grateful if this matter could be logged and passed to the relevant Trading Standards team for review. I would also appreciate advice on my rights and the best way to pursue a full refund, including the return postage I am being asked to pay.
I can provide copies of the order confirmation, photographs of the advertised item and the item received, the packaging showing the UK sending address if available, and the email correspondence with Jensen Mode.
Yours faithfully,
