honeybalm.co.uk

Order not received, awful customer service, incorrect delivery and still waiting on a refund

UPDATEDHoney balm reached out after my review and sent me 3 free lip balms and they are lovely just a shame it was a bad start!FIRST REVIEWAs seen on previous reviews, this company is a scam.I ordered some lip balms as Christmas presents in November 24 and the website said my parcel was delivered just before Christmas, which wasn't the case and the tracking option wasn't working. As it was Christmas and parcels could be delayed, I waited another week to give them the benefit of the doubt and still nothing arrived.Therefore, I contacted customer service who said they were extremely short staffed, which caused delays with email responses and they had an error on their website which said orders had been delivered, although they assured me they were working on this issue. They asked me to contact them again if I hadn't received the order by 8th Jan.I still hadn't received my order so I emailed again asking for a refund.They were reluctant to give me a refund and explained that Royal Mail couldn't find my address so the order was returned. They asked me to confirm my address (Which was the same on the original order!) and said they would resend the order.It is now 28/01/25 and I still haven't received anything. I have sent another chasing email yesterday and asked where my order was and they have replied with a tracking confirmation that the parcel was delivered and had I checked with my family and neighbours as they often put parcels away.They also suggested I contact the courier myself as they can often collect parcels and redeliver it if they have been delivered to the wrong address.No one has received my parcel as the tracking shows it has been delivered to address in the United States, not even in the UK where I live!!Also I paid and purchased the goods from them direct. Honeybalm have the contract with the courier and are responsible to investigate this not the buyer.I have sent yet another email asking for a full refund as I have been patient for long enough and the order has clearly not arrived at my address.I am awaiting a response but looking at other comments, I doubt they will give me a refund and I won't receive my order.UPDATEI received a response apologising and confirming they gave me the wrong tracking number, they then preceded to give me the original tracking number where the order was returned to sender and said to follow this tracking. Another email sent asking for a refund and their response was they were sorry again and would add a complimentary lip balm to my order, there was already supposed to be a second order which hasn’t arrived!! Another email sent asking where the second order was, which they were supposed to have placed a week before and I no longer want the order, being that it was a Christmas present so I requested a refund again. They replied sincerely apologising again for the frustration and disappointment and confirming a refund was going to be processed and I received the payment and few days later. I really wanted to try this product but it’s been an awful experience, and I won’t be recommending them or purchasing in future.

Date of experience: Jan 28, 2025