130/0225/005

I purchased the order online, but the size was too big so i contacted the store on the same day i received it (26 November 2025) and informed them of two things:
1. I wanted to exchange both items for size 38 instead of 39
2. I had been charged more than the required amount on my Visa, and i didn’t know why

Their response was: the two items would be exchanged & two couriers would come, one to collect the returned items and another to deliver the new size (and i would pay 65+65 EGP delivery fees to the 2nd courier) They also said they would contact the shipping company regarding the extra amount i was charged
(I sent them all the evidence on Joy&Roy WhatsApp: bank messages, shipping company messages, original order amount... etc)

The shipping company contacted me the next day regarding the couriers. The return was collected on Friday, but the courier who was supposed to deliver the new items on Saturday never came and returned the package to the company. On the shipping company’s website, it appeared as if i had postponed three times which never happened! I have the entire chat showing that i postponed only once just to receive it on Saturday.

When I informed Joy&Roy again they told me they would contact the shipping company and handle it then they ignored me, so i messaged them again!!
They told me that “exchanges aren’t possible in the first place.”
I showed them their previous messages proving the opposite! so they called me and apologized repeatedly, saying the items were actually not available at all!!!!!!

I told them that they had confirmed the items were available which is why they agreed to the exchange! otherwise they would have processed a refund! And since i already paid for them, they were supposed to pack the items for delivery, which they claimed they did not do! just like they falsely claimed that online exchanges aren’t available. They kept apologizing and said it was “season time and the items sold out”!!

After that he told me he would try to secure the items by the next day. I waited but no one got back to me so i contacted them myself AGAIN!!
He said only one item was found and i told him to send it and issue a refund for the rest
They ignored me the whole weekend AGAIN!!

Then today, Sunday 7 December, they replied telling me to cancel the entire order and place a new one!!!
And i still haven’t received my money back. He also said he still doesn’t know why the extra amount was charged and is “still checking with the shipping company”!!
⸻

WE LITERALLY BACK TO SQUARE ONE! WHAT THEY SHOULD HAVE DONE ON THE VERY FIRST DAY IF THE ITEMS WERE UNAVAILABLE!!!!
This is a complete lack of transparency! and this is how you treat loyal customers?! It’s DISRESPECTFUL. My sister and i have been buying from you for years and we recommended you to many of our friends!!

You’re losing your credibility, even though i used to love your brand and bought most of my shoes and bags from you, and even your store staff know me and my sister well.
What’s happening is unprofessional, disrespectful, and unacceptable.

(I have the full WhatsApp chat with Joy&Roy, the phone numbers of the shipping company’s representatives, all the postponement messages from the shipping company and their agents, the order numbers, the order history on the shipping company’s website, as well as the bank messages and the bank statement. I have already sent all of these to Joy&Roy on WhatsApp, and if you need the remaining details, I will send them too.)