I had a very disappointing experience with Just My Look after placing a multi item order for Christmas gifts.
One item was missing from my delivery:
Dolce & Gabbana Q For Her Eau De Parfum Gift Set 100ml
The parcel arrived on time and intact, but after unpacking and checking the order contents against my receipt I realised that one item had not been included. I contacted the company on the same day the delivery arrived and explained that the number of items delivered did not match what I had purchased.
Despite reporting this immediately, the company refused to refund or replace the missing item. Instead they relied entirely on their internal checks to say the order had been dispatched in full and would not accept that a packing error could have occurred.
I was also asked to provide photographs of the packaging, which is unrealistic when a parcel arrives intact and there is no reason to expect a missing item. Most customers would not preserve packaging in those circumstances.
I never claimed the entire order was missing. The parcel was delivered but one item was not included. This was clearly explained from the beginning.
I eventually had to open a PayPal dispute. Initially PayPal misunderstood the claim type, but once it was corrected to reflect a missing item within a delivered order the case was ruled in my favour.
Had I not paid through PayPal, I would have been left without the item and without my money despite reporting the issue immediately.
This was especially disappointing because the order was for Christmas gifts and one family member did not receive their present.
What was most frustrating was the lack of accountability and the refusal to accept that internal records can be wrong. Human error happens and customers should not have to prove that they did not receive something.
Unfortunately this experience has left me with very little confidence in their customer service.
A customer should not have to rely on PayPal Buyer Protection to receive goods they have paid for.
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