Review Time
Awful customer service.
Very slow to respond, unable to telephone to speak to anyone.
My account has been hacked and money spent on my credit card - no one seemed to care !!!!!
My order arrived on 9/2 in a visibly damaged parcel, with several items missing. I immediately contacted the investigations team and provided clear photos showing the parcel worth over £180 was damaged upon delivery.
After ongoing back and forth, I was told I would receive either a refund or replacement items and to look out for a confirmation email. I thanked them, and they responded saying the matter would now be closed as it had been resolved.
Nearly a week later, I have received no confirmation email and no refund. When I followed up through the app, I was then told I need to make a police report.
This is completely unreasonable. Under the Consumer Rights Act 2015, responsibility for ensuring goods are delivered safely and in full lies with the retailer until they reach the customer in satisfactory condition. The retailer, not the customer, should resolve issues caused by damaged parcels or courier problems.
This experience has been extremely stressful and disappointing. I want either my missing items sent out or a full refund issued as originally promised.
This is very nasty company, I claimed for missing items, then they gave quickly response that decided to close my account , said things like CCTV showed everything was packed, I told them that the package has some scratches on the side! How they ensure everything during the transit . I would not recommend to anyone this company, get away from them, better shop with boots or Sephora !
The customer service is shockingly poor; I can't reach anyone. I placed an order on 16.12 and paid for next day delivery, but now it's the 18th and my parcel hasn't arrived. I tried tracking it with the courier, who claims they haven't received it. I also attempted to use the live chat, but it only directed me to contact them during specific hours. I emailed and got a reply stating someone would get back to me in 48 hours, which is incredibly frustrating. I needed this order urgently; I wish I had just gone to a local store!
The customer service is appalling; I can't reach anyone. I placed an order on 16.12 and paid for next day delivery, yet here I am on the 18th with no parcel. The tracking shows it's not even in the system. I attempted to contact them via live chat but received an automated response directing me to specific hours. I sent an email and was told someone would respond in 48 hours. I'm extremely frustrated as I needed this order urgently; I should have just gone to a local store!
I got the wrong item in my order. The website suggests using live chat for contact, but there’s no live chat option available. I've sent a message but received no reply. I also tried reaching out via social media, but again, no response. This was supposed to be a Christmas gift.
I placed an order worth almost £200 and received it quickly, but it was the wrong size. Instead of the items I ordered, I received two items I didn't want, totaling around £50. I contacted them and got a generic response to submit a return. They expect me to send the items back in 'pristine condition' before they'll send me what I actually ordered, and the return process costs £2.99. It's ridiculous to expect me to pay for their mistake. Their customer service is slow, and there's no live chat or phone support. I'm frustrated and doubt I'll shop with them again.
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