CV

If I could score a zero I would. I have had the most appalling experience visited the store on Sunday spent over an hour trying on skims outfits. A lot of the ltems were out of stock in my size so I was advised to order online. I paid for premium next day delivery, decided to take out a subscription for the whole year for delivery receive an email and a photograph from DPD today saying they cannot deliver my parcel because apparently I refused delivery of my parcel because it was damaged what I actually received was a photograph of an opened parcel. I have a ring doorbell and no one showed up from DPD. I immediately contacted Selfridges customer service who were utterly unhelpful and basically said they need to wait for DPD to send the parcel back to them before they will issue me a refund unbelievably bad service. Escalated to a manager, I then received a message from a manager called Emma who basically said there’s nothing she can do and I need to wait until they receive the parcel back before my refund can be issued. You just couldn’t make it up, this is supposed to be a premium organisation
Order number 222573835. At the very least I would expect an immediate refund and a discount code of my next order.

Ordered a pair of jeans for £85 from ASOS as a Christmas present for my son they didn’t fit on Christmas Day. I contacted ASOS and they advised me that they would request a returns label from RCA through the brand’s photo. ASOS have been chasing them every day since December 25 and they are still getting no reply. This is absolutely disgusting service. I will never purchase from this brand again. If you research this company you will see that lots of people have major issues with returns so avoid avoid avoid. ASOS order number 1019179632

Unbelievably bad service the only way you seem to get anything resolved is by writing a review here I received a molten brown candle which was almost £90 and it burnt 50% of its capacity within one hour and the flames were unusually high.
I raised the query in the message portal and they kept asking me for the same information again so I raised the complaint on here and someone called Sanelisiwe contacted me to apologise and to say they would arrange a replacement candle what they’ve actually sent me is a replacement mini bubble bath at this stage. I just want a refund but cannot believe the poor service that I’ve received. Order number 730511602

Recently ordered many items including an expensive 3 wick Molton Brown Candle which within an hour of use has burnt 50% of capacity. This is unacceptable maybe it’s a faulty messaged customer services immediately with photos order number and detail number including a photograph.
They clearly are based offshore and not reading messages properly, it’s very disappointing. Order number 730511602
Posting here in the hope someone sensible can deal with my issue, almost £90 for a candle that is faulty is unacceptable.

Horrendous spend over £210 at Alo said delivered no proof or delivery at all.

Ordered lots of items on Black Friday on next day delivery it’s a week now and the order shows as received and fully completed despite an item still missing, I haven’t ordered from Look Fantastic for a while as I was so fed up with problems with orders, Sephora is so much easier to deal with items arriving on time and missing items from parcels . The only way to get anything resolved is to post a review here. Very disappointing

Order number 724774702

I have a few items from L&B, all great quality, however on one of my suitcases the wheel broke after an about 18 months. I could not believe when I emailed how quickly they replied, and the lady in customer services Lucy sorted me a free replacement within days. All the items from there are beautifully made I have 3 other suitcases, 2 beach bags and also a beautiful personalised vanity case / bag. Beautiful products and exceptional after care. Thank you

Been trying for 4 weeks now after receiving a mystery jewellery advent calendar which has
damaged broken jewellery in.
Wowcher promised to organise a replacement with vendor. I have been going round in circles for 4 weeks now and 32 emails! They keep asking for photos of damage and then advise I need to pay for the item to be returned to them, and they will not cover postage. First of all they said you cannot return opened mystery calendars, then they back tracked after sending pictures of damage broken items. It was a present and you could clearly open and reseal the top of the calendar so I did in order to check the items which was when I discovered many of the items were damaged. Highly fraudulent practices from both Wowcher and organisation Gamechanger Associates who provided the calendar. I even advised Wowcher I would accept a credit to my account and they haven’t even had the courtesy to arrange that.
I have since discovered literally 100’s of reviews claiming Fraudelent practices from both Game Changer and Wowcher. Which will be submitted with my payment recall as evidence to my bank.

Three orders, first order cancelled even though I was sent order confirmation.
Advised a week later when chasing my order to place it again, second order loved it but issues with free gift not arriving and wrong shade of foundation , third order part of my order the Beetle Ring totally missing. The order was received on 26th September only just received replacement, and still complimentary miniatures that were reordered are missing despite Ana asking me to confirm which miniatures I wanted, I was also told on Tuesday my replacement would take two weeks to arrive , and when I questioned this with Ana a Senior Manager she emailed back straightaway and said oh no actually it’s been delivered already today! There are serious warehouse issues with parcels being incorrect or incomplete and should not take almost 3 weeks to arrange a replacement for a missing item, I have since as the products are amazing ordered a lip liner and an eyeshadow from their line at Fenwick and it arrived with no issues. I asked for some compensation and that request was completely ignored by CH. Amazing products but don’t order direct on their website unless out of stock elsewhere too much aggro!

I love QVC great deals best Elemis skincare deals and great customer service. Only thing to avoid was I unknowingly brought a pair of second hand Beats headphones, wasn’t clear on website they were used!

Unbelievably bad service, I have been waiting almost a week despite my complaint being escalated to a ‘senior manager’
First order cancelled and disappeared of their system despite me receiving an order confirmation email.
Advised to place order again, wrong foundation in second order.
Ordered another foundation in correct shade, so waiting on a refund, third order for correct foundation and a highlighter arrives, I paid for a Charm and Letter with the highlighter, arrived with no Beetle ring charm. Most high end establishments would apologise profusely and get a replacement out asap, how difficult can it be?
So disappointing. Will never order online with this company again, free gift still being advertised even though I was advised it is out of stock, across all 3 orders, it claims to still be an offer! Fraudulent practices. Such a shame products are great, not worth the hassle though.

Wonderful products absolutely dreadful customer service arranging returns and also parcels being received without Beetle ring charm.
As per other reviews the free gifts don’t arrive and advised out of stock. I won’t be buying anything online from this brand again. The parcel received today without missing Beetle ring I have been asked for all of the below!

Surely there has to be some respect with customers as they can clearly see that I ordered the beetle ring, why would anyone fraudulently try to get another one! It’s only works on the CH compact!

Other reviews note poor returns, replacement service and free gifts never arriving.

I am about to return an unopened foundation to them, reviews are mentioning refunds are incredibly lengthy. So will update this review here.

Note from Juvet in customer services for organising missing item*
-Pictures of the package received
-Pictures of items received
-Pictures from the inside of the package (please remove the inside pouch)
-Pictures of the label
-Status packaging on delivery (open/manipulated/fully closed

If I could score a zero, I would, I paid £15 for a mystery advent calendar and it arrived with the most poorly designed tacky jewellery which was all tangled up and you would not want to give this to anybody as a present not worth even £1, I contacted them they took three days to advise after me being asked to send photos for me to arrange a return on the portal which included me paying for postage which is completely unreasonable considering I’ve been completely ripped off and I will never be using Wowcher again their customer services are disgraceful. I will be recalling funds via my bank.
Unbelievable reply from Wowcher! I opened the calender to check what as in it and it was broken and extremely poor quality. Not acceptable. Your customer service have now been in contact and are arranging a return they also asked me send photos of the damaged items , how could I do this without this being opened?

Awful masks take weeks and weeks to arrive left on for several hours incredibly drying total waste of money throwing the remaining 8 masks in the bin.

We have had a terrible experience with Barker & Stonehouse, we ordered a bed which broke within six weeks and then we were advised we would have to wait two months for a repair appointment and after complaining as the headboard started to split they replaced with a new bed, we also purchased a dressing table a chest of drawers and two bedside tables all from the same set. The surfaces of the bedside furniture are not sealed so even dust is settling within the surfaces and will not wipe off and some of the bedside cabinets have paint peeling off. It appears we either have a faulty batch or the furniture is poorly finished and not fit for purpose. We have been waiting circa eight weeks for a home appointment, I had an awful chap visit from a third party organisation they use for repairs called Emmiera. He was very rude and very unhelpful said it would be impossible to get a paint match and then advised the issues were down to personal use and asked me if the furniture was meant for the bedroom which was most peculiar, after questioning him, he made a massive u turn and advised we should go back to Barker & Stonehouse for a replacement, he was in our house under 20 mins max and asked us to sign and select that he have been with us for one hour! It was December 23rd and it was clear he had no interest in helping us other than to bill for one hour and send the problem somewhere else.

I have raised another complaint with Barker & Stonehouse and asked for replacement furniture. I will update my review as to how they proceed, as it stands at the moment I would never order from Barker And Stone house again. After spending thousands with this organisation I would advise you to spend your money anywhere else. I understand you can have one of issues this feels like a very unlucky coincidence or they just provide shoddy homeware products.

UPDATE
27/12 In one day I have had a call with a supervisor who is trying to rectify my complaint, I have since found reviews advising of a table purchased where anything they put on the table leaves a mark on it, we have dust settling on our bedroom furniture which will not wipe of with a cloth, alongside all the other issues above, the supervisor Alexandra Small is trying to find a solution.

On the same day of speaking with Alex I received an email from a Hayley Pye advising the repair company they use, as mentioned above advised the damage is due to wear and tear as we have had the furniture 6 months, which is ridiculous!

See below email received from Hayley


‘We have had a response back from the technician who attended your home to look at your Lucia Bedside Right, unfortunately they have stated its an invalid claim,

They advised its general wear and tear, I can see you purchased this item 6 month ago, Also no bedroom package was added on so we are unable to assist you further.

If you still feel unhappy with this decision you are more than welcome to contact the furniture ombudsman*

I was never asked about a bedroom care package when purchasing the furniture, so no idea what this refers to.

We have been waiting almost 2 months for the repair company to come out for a home visit!


I am circled back to the supervisor hopefully Alexandra who explained this email was an internal oversight and she as the supervisor is dealing with the complaint, I am
hopeful Alexandra will find a solution to
this awful problem, I will update the review accordingly.

I have also advised if we need another home visit I would like my husband to be present as very uncomfortable with how the engineer behaved. Which is shocking!

If I could rate zero stars I could, received an order with over 80% of my full size items completely missing and two incomplete gift sets I raised a complaint was given lots of work to do in terms of form filling out and electronic signatures and converting PDF documents into word and then I was sent an email to say they’d raise an investigation. I’ve waited almost a week they’ve come back and said they are sending my replacement products. No apology no goodwill credits on my account, I’ve received an email for my replacement products order today, and they still missing full size Moroccan oil, and they have not replaced one gift set which I paid £44 for which had two products in and should’ve had over six products and this is beyond a joke they cannot even rectify mistakes properly.
I had a lady called Kayleigh contact me to say a full investigation was taking place, an investigation so poor they made more mistakes on my replacement order.

Awful experience, you just couldn’t make it up. I have had some previous problems with look-fantastic, but this one is just the worst. I spent over £320 as there was a 25% discount sale, I ordered a Rituals for men gift set and opened it up and there’s only two items in there and there is supposed to be over six items in there. I only discovered this as I opened the box to individually wrap each item for a Christmas Eve box for my grown up son, imagine giving someone an incomplete gift on Christmas day! I also paid £44 for a special beauty box which is supposed to have five items in which only has two items in. I also qualified for a free Khiels gift which was not in my order at all, I also ordered a full size Facial wash which is also missing from my order, a full size YSL mens fragrance missing from order and a full size Moroccan oil totally missing from my order.
A pack of 3 beauty blenders totally missing from order. Surely there has to be a serious warehouse situation here for so much to be missing from order and incomplete sets?
Horrific service.
Advice to other people avoid ordering on LF go anywhere else how can they keep getting this so wrong!
The customer service portal and team are very difficult to deal with, this has now created a lot of work for me to try and rectify.
They have sent me a pdf which I have had to covert to word and create an electronic signature.
I have to complete a missing declaration form a very lengthy process and no apologies for my order being totally messed up,or an explanation as to why so much is totally missing.
Imagine someone who wasn’t good with technology in this situation?
I am the customer with the poor experience and expected to do all of this work, process has taken me over an hour and I am the customer having a terrible experience through no fault of my own.
The only way I ever get sensible resolution is by writing a review here?!
They really need to sort out their customer experience.
I have completed the form and now been told I need to wait for them to start an investigation! Disgraceful, in the mean time I am out of pocket and do not have the products I paid for!
I have asked for Jess in customer relations to contact me, the only person I have spoken to whoever fixes these issues, however I have not received any contact from Jess.
12/11/24 Update: I been contacted by Kayleigh from customer services apologising about my missing items advising me she cannot action anything I regards to a refund or replacement as they have to conduct a full investigation!
This is diabolical I have asked for either a refund for my missing items or replacements to be sent out. In the meantime I have logged a complaint with my bank to recall the £’s for the products I have not received.

Awful after care service took delivery of a new bed and new mattress, on August 16th the bed is broken and the slats keep falling out and now the headboard is cracking.

We paid for assembly and we are now basically sleeping on a slope.
The customer service is dreadful 3 week wait for someone to come out and view the bed despite sending videos and photos pictures. Spend your money anywhere else.

Our last bed and mattress was amazing we only replaced the bed due to redecorating the room, huge mistake using Barker and Stonehouse.

We both have bad backs and finding it incredibly difficult to sleep, you couldn’t make it up having spend a few thousand with Barker and Stonehouse as we ordered furniture too will never shop there again, customer ref

I sent over a picture of the new headboard crack which appeared recently and was advised that’s just the join, despite the other side of the headboard being perfect.

Massive regret using this organisation.

11106/000896


Correction I have now been offered a replacement bed will update review once received and new bed is installed

Really poor service placed one order, I ordered some bedding and some ceiling lights and the quality of the fabric was absolutely dreadful. One of the ceiling lights went missing and it was a terrible experience trying to deal with customer service. I’ve also been spammed about three or four times a day with offers, their marketing team are relentless and the products are terrible. They make returns very very difficult. You can only return one item per order and the process is extremely long-winded anything over one return you need to pay for the postage back to China which is unrealistic. Stay away.

Haven taken the time to post a review here around the fact that I visited the Covent Garden store recently and spent almost £500 on products for myself and my daughter after makeovers, and being advised by customer services on Trustpilot to contact them and complete a contact form for them to fix this for me, to ensure that the rewards were added to my app. I am absolutely stunned that I was referred to a senior customer service advisor named Molly, and advised that they will do something to fix this, I sent over payment proofs from bank statements as requested, and I was advised I would get the points added on retrospectively, to then receive an email and a voicemail advising me, there is nothing they can do and that the only store where they can add points to the app after a makeover visit is their Liverpool store! No offer of sorry for your inconvenience, we are sending you a complimentary gift card as our system will not allow us to add points! Unbelievably bad service!

SEE BELOW you could not make it up!

Molly T (Charlotte Tilbury Beauty Ltd)
Jun 8, 2024, 6:11 PM GMT+1

Hello Carmen,

Thank you for waiting patiently whilst I have looked into this for you.

After further investigating, I can see here that unfortunately, the only store that is currently able to add points to a customer's app is our Liverpool store.

We are unable to manually add the points from a purchase made in our Covent Garden store to an online app.

I am very sorry for any inconvenience caused

If you require anything else at all please do not hesitate to contact us.

Best Wishes,
Molly
Customer Care Senior Advisor
Tilbury Loving Care x