I contacted just my look by email 3 times over 3 weeks trying to get an answer to a query I had about a description of an item. When I did get an answer it was generic and not looked in to so I tried the online chat and also got the same generic answer. Someone obviously then decided to look into my query and I then got another email saying they had looked into it and I had been correct and a description of an item was wrong. I then ordered the item which arrived very promptly... nearly a month after I first contacted just my look ! So great once I’d got someone to actually answer my query !