The worst customer service ever. I paid for a product that was never delivered to me, and they refused to issue a refund. I bought from them a face cleanser for over £50. It was a Christmas gift for my mum and I bought it in late November 2021. As I didn't receive any updates on the shipping, in early December I asked their customer service to find out what was the issue. They were unable to check for me, so I had to do the research myself. I called Royal Mail, then Poste Italiane, and finally I found out that the parcel had been stopped at the custom by Italian authorities as EVE LOM had not filled out the paperwork for the parcel properly.I had to compile a long-form and submit it to the authorities in the hope I would then receive my parcel.It has been almost 2 months I have been chasing Eve Lom customer service desperate for their help, and they have been truly incompetent and unhelpful.I have asked if they could at least refund me after all of this. They say they would need to wait to receive the parcel back to their warehouse to process the refund. HOW, I wonder?! The parcel is blocked at the customs!!!This is not what I was expecting from a well-known beauty brand. I am deeply disappointed and frustrated I have been charged for something I never received. And on top of that, I had to waste so much of my time chasing them. AVOID at all costs.
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