Sophie
Where to start.. Terrible Experience!
Where to start? I did not do my due diligence on my purchase, made on 14th July, & believed the products were coming from the UK. Initially, I was sent the wrong product. Their customer service took weeks to eventually agree for an exchange with a "free return"... Except I had to pay upfront and they would refund me the cost. The cost was £25.75. As it had taken so long, before returning the products, I advised them that I had changed my mind, I needed the product asap and as they wouldn't send me the new products without first receiving the wrong ones back, I wanted a refund and would source them elsewhere. I also made this clear on the accompanying returns note in the parcel. The products were returned and arrived with them some time in August. A week or so later, I received a shipment notification - they had proceeded with the exchange. I messaged them advising of the error, they said there was nothing they could do. I asked for the refund of my cost of postage. This took a few weeks of back and forth, once a day, until I eventually received the £25.75. Then a parcel arrived - they'd sent me the same incorrect product. I returned the products again, for £25.75, to be refunded. Some time in October with regular messages from me, I received the cost of the products back. Then I started to message about the cost of return of the second parcel. I was told it had been sent and may take 30 days to appear. At the 30 day mark, I was told to contact Paypal, they were wiping their hands of the situation. Paypal had no record of the money being sent and stepped in to send the £25.75 on 4th December. Mistakes happen but the once-a-day messages, from a different person each time, no one taking responsibility or apologising for the hassle and ultimately for Paypal to have to step in.... made it an incredibly difficult experience. It was a terrible experience lasting almost 5 months which is just ridiculous.