Poor Customer Service and Unresolved…
Poor Customer Service and Unresolved Refund – Order #182402
I placed an order on the Vivo Dama website (Order #182402) on 31 October. A week later, the order was still showing as “processing”, and the estimated delivery date had moved beyond the date I would be leaving the US, where I had arranged to receive the package.
I contacted the company requesting cancellation and a full refund. Unfortunately, getting a response has proved extremely difficult.
* The customer service email address listed on the website does not work.
* I called the advertised customer service number, but nobody answered.
* The only alternative contact I could find was an email address associated with “Look and Smell”, which appears to be a separate website.
* I received one response from this address advising that they would investigate and get back to me. However, despite sending a follow-up reminder, I have received no further communication.
With no confirmation of cancellation or refund, I was left with no alternative but to raise a dispute with my bank.
My experience has been extremely disappointing. I would strongly advise potential customers to exercise caution, particularly if ordering items needed by a specific date.
I hope the company improves its customer service, ensures its contact details are valid and accessible, and takes greater responsibility for resolving customer complaints and refund requests.