I needed to cancel an order right after I ordered something because I realise I made a mistake. I have written them and they said it's too late I need to return the product. I then simply refused accepting the product on DHL's tracking and it was successful, however, the package was wrongly routed on its way back. I asked Typology what they could do in this situation, they said they can send me another product, but without the original package, they cannot refund me. I asked them what if the package is lost? They replied the same thing again although I made it clear that I don't need a new product, this is last week.This week, fortunately the package was delivered back, the customer service contacted me and sent me a link to request a refund, it was the US site, so I asked again, then I realised the link was there the whole time but it was TINY underneath the button of requesting a new product. I clicked on that tiny link to request a refund. I am not sure whether they did it intentionally or not, but they made it unclear that the refund is to be refunded as credit into typology account, so now my money is stuck there. I wrote their customer service again, they told me it is "not possible" to refund me anymore because now the credit is in my typology account.Where is the logic? If the "credit" is in the typology account, it means the money is in the typology account, it is definitely illegal to withhold credit from the customer under EU law, even if I (accidentally) agreed to accept the credit, I should still be able to request it to be transferred into my bank account as cash. I don't really care how good their product is, but such a way of doing business is simply unbelievable. I don't blame the customer service agent, but I think the company isn't ethical at all by the way they deal with the refund of 35 EUR. I cannot even trust them to put good ingredient and sell the products with a reasonable price pointUpdate: I opened a case with paypal and they sent over a fake dhl tracking to show paypal that the product arrived to me on 5.6, this is the worst customer service case I have ever had and it’s a pure fraud. Paypal’s automatic system closed my case so I have to call them to escalate. I am not sure why they want to make a random customer’s life difficult, but at this point it is a fraud case, so I would report it to the EU consumer protection association if I need to in the future.
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Typology est née d’une mission : démystifier l’industrie du soin. Nous produisons en France des produits sains et efficaces, à prix juste. Livraison dans votre boîte aux lettres sans présence requise et gratuite à partir de 35€.
