Friday, 16 January 2015

Bad Customer Service - it's not OK.

Honestly, I didn't think I would be writing a negative post on my blog. In general, I'm quite miserable so I like to keep my blog as happy place. Sadly, due to some extremely awful customer service, I have felt the need to write about what happened. 


As influenced by other bloggers, I had signed myself up to a few Beauty Boxes. First, I tried GlossyBox and usually I would have my initial three months, get bored, but then come back for another three months. I ended up receiving a lot of samples I had no interest in, so decided to end my GB relationship for good. Around this time, I heard about Love Me Beauty. Instead of offering one secret box, they offered three menus, and you could pick your favourite. This really appealed to me, as even if everything in the box wasn't to my liking, at least I would always get something I really wanted.

Another good thing about Love Me Beauty was that I could have a rolling contract with them. This meant that I'd received four boxes before things went sour... I had chosen my menu for the July 2014, and after the recommend 3-7 day postal window, nothing had arrived. I received an email the same say from Sam, who checked my account and saw that my box had indeed been dispatched, and passed a message on to Royal Mail to see if there had been anything missing on their end. I didn't hear anything back, so I emailed Sam again on 31st August. Sam asked me if I would like a replacement box sending - pointing out that some items were out of stock, but an alternative was available - I accepted this offer. I was told to wait 5-7 working days for the box to arrive, so I did. Nothing arrived. 

I emailed again in September, reporting that the box hadn't arrived again. I never received a reply. Now, by this time, I was in the middle of organising Dylan's birthday, my own birthday celebrations and even preparing for Christmas. For one reason or another, I didn't think to email again. I knew Love Me Beauty had just overhauled their system, and expected that my email was just waiting in their inbox. Life took over, and it took until the start of this month for me to email them asking for a refund. 

Honestly, this seems pretty understandable. After six months, I still haven't received a box of goodies. I had paid £13 of my own money to subscribe, and received nothing from it. Can you believe my utter shock and dismay to receive an email today from another member of the team saying that "unfortunately, we cannot investigate claims made after 14 days of the box being dispatched". That, despite the fact I had been sending emails back and forth with Sam for months, it was now too late to do anything. It had been fine for them to send me another box, but now I want my money back, nothing. Is this fair? Am I being unreasonable? 

£13 might not mean a lot to Love Me Beauty, but it certainly means a lot to me. £13 is my train fare to get to university. £13 is a jumper or trousers for Dylan. £13 would go nicely towards my heating bill, as the month grows colder. I really didn't want to write this review, but I feel like Love Me Beauty have left me no choice. Some people might see this as abusing my 'power' as a blogger, but if I can stop one reader from being fobbed off, then I've done my job. As someone who works part-time in retail, I cannot stress enough how angry this makes me. If someone returned something to me, asking for a refund, I would give it to them. If they wanted an exchange, sure. If their order didn't arrive, we would most definitely order a replacement. I feel as if I have been lead up the garden path by Love Me Beauty, and it is just not ok for them to treat a customer who has already paid up front. 

Chelsea xo

18 comments

  1. That's really awful, and I dont blame you for writing about it. I hope they ready this and sort out your refund.

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  2. Shocking that they have treated you in this way, I can't believe it won't be investigated because the initial order was so long ago. I really hope Love Me Beauty see your post and apologise for the way you have been treated and rectify this xx

    Ioanna | Hearting.co.uk

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  3. That is absolutely ridiculous, what utter prats.

    The amount is completely inconsequential, you've paid your hard earned money for something you havent received - I'm almost certain there are consumer protection rights around that sort of thing. Their '14 days' is bollocks dude, go for their knackers. (Sorry that's a lot of testicle in one sentence).


    http://www.adviceguide.org.uk/england/consumer_e/consumer_common_problems_with_products_e/consumer_problems_with_delivery_e/delays_in_deliveries_orders_made_by_internet_mail_order_or_phone.htm

    M x

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  4. This is so pants! You shouldn't feel bad at all for posting a negative review either, it's the risk a company takes when they don't treat their customers well - they will eventually get a bad reputation! Plus £13 is definitely a lot of money to lose, I would be fuming!


    www.goodgirlgonebrum.co.uk

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  5. This is so lame! I've had some shocking service from some beauty boxes, especially latest in beauty which pretty much did the exact same process as the above, and the box I ordered was like 25 quid. I am still grumpy about it!! x

    Jasmin Charlotte | UK Lifestyle Blog

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  6. That is very poor customer service, especially when you flagged the issue up with them initially a long time ago. I hope you manage to get a refund! x

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  7. You shouldn't feel bad about writing this, this is SHOCKING service to receive and people should know about it! I hope you get this sorted sweet xx

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  8. That's terrible! 14 days after dispatch is in breach of your statutory rights. I would contact your local Citizens Advice Bureau to take it further xx

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  9. I hope you get a refund! I know you might feel a little guilty for blogging about it, but at the end of the day you paid for something you didn't receive, and when you emailed them they tell you "no soz can't do owt". That's not good enough. I hope this gets sorted soon.

    Dannie x

    www.famousinjapan.co.uk

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  10. Still haven't heard anything from them, it's getting ridiculous now! x

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  11. I think I might have to, it still hasn't been sorted :( xx

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  12. It really is! It still hasn't been sorted so I am considering my options now :( xx

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  13. Me too! It's been going on for so long now :( x

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  14. Eek! I don't think they realise that it's a lot of money for some people! x

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  15. I'm really angry, they still haven't sorted it out! x

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  16. Thanks for the link, lovely. Definitely looking at visiting the CAB as it still isn't resolved x

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  17. They still haven't sorted it out, which is a shame :( xx

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  18. Me too! Still haven't heard from them so I think it's to the Citizens Advice Bureau I go! x

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I love hearing your comments, but if you've got a questions you could always ask me on twitter for a speedier response - @Chelsealiml

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