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The mystery of the pants that Mary Portas made.

24 Mar

In the last post I described how there may have been a problem with Kinky Knickers sizing. An email had been sent to Liberty to complain about the sizing information being less than accurate to start with although it seemed to have been sorted with more information appearing on the Liberty website.

A very helpful reply was received from Liberty as follows –

Dear XXXXXX,

Thank you for your email.

I am sorry that the sizing is not accurate. While we are sorry that any item sent to you from Liberty was not as expected the sizing issue was only discovered when our customers received the items and fed the information back to us. We were given the sizing information by the brand and assured this was correct. We have communicated this error to all future customers once the error was recognised.

We would be happy to arrange a refund of the item for you. At present we do not have any available to offer you and exchange. Please let me know how you would like to proceed. I can arrange a collection of the unsuitable goods at our expense.

Sorry for the inconvenience caused.

Kind regards,

XXXXX

Online Customer Services
Liberty Ltd
Regent Street
London
W1B 5AH

I say again that I really want Mary Portas and her team at Kinky Knickers to be successful. It would be great, wonderful,l amazing if they can do it. It was never going to be easy. Manufacturing is very difficult to get right. It’s easy to have a disaster but like most things in life it’s how the disasters are handle which defines how resilient the business is.

There are so many positive and worthy reasons why this project should succeed, not least because there are hundreds of thousands if not millions of people willing Mary to succeed, see those young people continue in employment and convince a few people to bring back some manufacturing to the UK.

What will the nest step be? Will there be any recriminations? How will Mary handle it?

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