Firstly I'd like to start my review by explaining I am not one to leave negative feedback nor complain about a service. However, on this occasion my experience has been so incredibly poor with this online service, I hope leaving this feedback will help others avoid receiving the same service. I ordered 2 x 750ml bottles of bed head shampoo and conditioner. On arrival, the box was soaked through as the bottles had exploded due to poor packaging. I got in touch with customer service's straight away, asking for a replacement, in which they asked me to send photographs to prove this. No apology - the very basics in customer service. Anyway I reluctantly sent the photos which clearly showed the bottles covered in product and the box soaked through. I thought this would be enough but obviously not! I was given 2 options, 15% off my next order (which means being a returning customer and spending more money with them) Or to send the item back and have a replacement sent out. Sending the item back would cost me around £5.00, if not more via royal mail signed for. I wasn't happy with either option as I believe damaged goods should be compensated for by the company. I asked if a courier could be sorted, they replied saying I could have a pre paid envelope sent out. This should've been the first port of call, it shouldn't have taken me, the consumer to request this. This seemed to be the only option, so I accepted and explained I would be on holiday in a couple of days for 2 weeks, so would it be okay to send the item back when I was home, as the prepaid envelope would not have got to me in time. Or if it was easier I would accept a partial refund. They replied saying they would not give me a partial refund, and the item must be returned within 14 days (when I would be out of the uk) The customer service I recieved was disgusting, there was no allowance for the trouble I had been through and they refused to negoticate for a fault which was entirely on their behalf. I sent an email saying how I was extremily disatisifed with the customer service I was recieving, and I would like to be put in touch with a senior. Everything in email was completely disregarded, and I just got a email back, saying we are sorry you are unhappy, but nothing can possibly be done to resolve the problem. I will never be a returning customer, and would advise everyone to avoid this website, ive had nothing but a headache, the most unhelpful and disgusting customer service I have ever received, AVOID!!