oralb.co.uk

The most negligent and disorganized service I've encountered.

I have never experienced a company as negligent, disorganized, and untrustworthy as this one. I returned an item using their QR-code return process. Tracking confirms it was delivered to their returns department on 28 November. Despite this, the company has spent weeks denying receipt, contradicting themselves, and repeatedly requesting information they already possess. Their customer service seems designed for delay and deflection: • Requesting a physical post office receipt for a QR-code return (which does not provide one) • Claiming the item hasn’t been received despite confirmed delivery • Repeatedly asking for the same tracking details • Failing to respond appropriately or take responsibility for the issue • Ignoring the fact that the legal 14-day refund deadline has long passed At every turn, I faced delays, stonewalling, and scripted responses that contradicted reality. This did not feel like an honest mistake — it felt intentional. In my opinion, this behavior is misleading and completely unacceptable for a global brand. A company should not accept returned goods, hold them for weeks, and then attempt to wear customers down into giving up. That is not customer service — it is obstruction. I ultimately had to escalate the issue to a payment platform because the company refused to process a refund they were clearly obligated to issue. Without this platform, I have no confidence that they would refund customers at all. This company cannot be trusted to: • honor their own returns policy • process refunds within legal timeframes • communicate honestly with customers Based on my experience, I would strongly advise anyone thinking of ordering directly from this company to reconsider. If something goes wrong, you will encounter delay, denial, and excuses. Absolutely disgraceful behavior from a company of this size.

Date of experience: Dec 19, 2025