boucleme.co.uk

Company has problematic customer service

Update following company response - 10.12.25Boucleme have finally responded today. However, I had to send the email from my work email address and provide proof of my order and a copy of all six emails I had sent in trying to resolve the situation as they still state that they had not received them. I am remain deeply unhappy about the whole situation and would not recommend using them, but I do now accept that the issues I faced are due to utter incompetence rather than fraud as I previously stated. I have, therefore, changed the title of my review.May I suggest, Boucleme, that you provide contact details on your website and invest in a better email system so that this does not happen again. TL:DR I ordered a hat, they sent me a tub of cream and are refusing to engage with me. On Sunday 16.11.25 I ordered a silk lined hat. They were extremely quick with the delivery and the package arrived Tuesday morning 18.11.25. However they sent a tub of cream. The address details were correct and the invoice / shipping note itemised the hat, NOT the tub of cream that was delivered. No worries, I thought, mistakes happen so i will let them know. I emailed Tuesday lunch time to let them know and ask how to resolve. I didn't even receive an acknowledgement. Wednesday I emailed again. Again no response. Friday I emailed again, again no response. Company has taken my money and substituted a cheaper item which makes it fraud. Now I understand why internet safety rules always say never trust a website with no phone number. Mistakes happen and had they communicated with me this could have been resolved very easily, but the lack of contact makes me think it was deliberate. I have photos if you require proof.

Date of experience: Nov 16, 2025