I paid , no product received and i was accused of being a liar.
If there was an option for no starts i would have chosen that. I have had the most terrible experience with this company and the people who are working there, from customer service to management m, to know about the details please read my drafted email to skin fanatics, which will also be shared with which, trading standards and all those involved, which i intend to share with multiple agencies and authorities.
To whom it may concern.
On 11th April 2022 I contacted your customer service office to explain that the product I had ordered had not been delivered. Rather, I received an empty envelop in the mail. Photo evidence is attached which is a photo taken by Royal Mail, NOT by myself.
I was expecting your customer service representative to take time to understand what had happened and to work with me to resolve the situation. I spoke to customer service and to His supervisor or manager.
Rather, customer service representative told me he was unable to help as there was no process he could follow to resolve this situation. I asked to speak to his supervisor and was passed to Him, who then proceeded to accuse me being a liar and a thief.
His supervisor/ manager told me, it’s not his problem, that he thought I was lying and had received the item, and I should contact Royal Mail.
First of all, I can assure you I am not a liar or a thief and I am extremely disappointed and upset that your staff felt that this was their first solution rather than help resolve the situation appropriately. They were extremely rude and not ‘Customer Support’ in any way.
Secondly, I have attached (as mentioned) photographic evidence from Royal Mail that shows an empty envelope being posted through my letter box.
Thirdly, as you have selected and paid Royal Mail to deliver the item and it’s clear the item has not been delivered, therefore you should be the one to raise this with Royal Mail, not me, the customer, who has paid for this item in full and have not received what I paid for.
I have also shared this with other customer bodies (as per below) as no paying customer should have to be treated the way you have treated me and furthermore, accept liability for yours and Royal Mail’s errors.
I am looking for resolution to this matter by either receiving the item I have paid for OR receiving a refund in full.
I will continue to pursue resolution through other means should you not respond, or response in the extreme rude manner you have done so far.
Cc’d
Managing Director
In
Also Informed
Which Magazine
Citizens Advice Bureau (Trading Standards)
BBC Watchdog
