Made an order on 23/11 and it got dispatched 29/11. Hermes tracking showed as they hadn't received it yet so i contacted Beauty Bay through twitter who said its fine it should be dispatched within next two days. Waited a few days and contacted them again to be told my products had been lost in transit and they would issue a refund within 3-5 working days. I understand things happen however they have not emailed me about the refund, was unhappy it was me chasing up on my order, and the products are out of stock. I told them this and all the replied was "as previously advised please allow 3-5 working days for a refund." They did not bother to read and respond to my other concerns and were only interested in getting me away with complete rudeness. Ive been out of pocket with no update for 11 days and all im being told (in a competely unprofessional way) is a refund for products that I cant even get now? They need to sort their customer service out completely and Im still waiting on a email about my refund.