Name: John And Ginger
Address: 2 Highdown House, 11 Cecil Pashley Way, Shoreham-by-sea, West Sussex
Rating: 4.81

“Order not arrived. Contacted the company and supposidly waiting on the courier investigating and they will keep in touch with me every step of the process......This was 2 weeks ago and never heard a thing. Not good.”

Helpful Report

Posted 3 months ago

We sincerely apologise for the inconvenience you've experienced regarding your parcel. Royal Mail attempted delivery, but as no one was available at your address, the tracking information shows your order was delivered to a neighbour, confirmed with GPS data and photographic proof. We're currently working closely with Royal Mail to fully resolve this and understand it’s frustrating to wait for the outcome. Please rest assured, we always ensure our customers either receive their orders or receive a full refund. Typically, this takes just a few working days, but the recent Easter holidays have slightly delayed things. We expect to resolve this shortly and will continue to update you directly. To avoid similar issues in the future, please remember you can provide a secondary delivery address if you anticipate being away from home. Additionally, we email tracking details upon dispatch, allowing you to rearrange delivery for a more convenient day, specify alternative delivery instructions, or request deliveries not to be left with neighbours. Thank you again for your understanding and patience. Kind regards, John And Ginger | Hair and Beauty

Posted 3 months ago

“I ordered the salcura spray and the sprayer doesn't work so I can't use the item. Disappointed”

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Posted 4 months ago

“I am unable to write a review of the effectiveness of the Amika dry shampoo purchased because the spray mechanism is so stiff that I am unable to push it down far enough for the product to spray onto my hair.”

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Posted 10 months ago

Dear Customer, Thank you so much for sharing your feedback with us. We’re sorry to hear that you’re having difficulty with the spray mechanism on your Amika dry shampoo. At John And Ginger, we always want our customers to have the best experience with the products they purchase from us. We suggest giving the spray nozzle a gentle rinse in warm water, as sometimes product buildup can cause stiffness. If that doesn’t help, please get in touch with our Customer Care team, and we’ll be more than happy to arrange a replacement for you or help you find an alternative product that works seamlessly for you. We appreciate you taking the time to leave this review and giving us the opportunity to make things right! Best wishes, John And Ginger

Posted 9 months ago

“I have used this product for quite a while - on my 4th tube. Either the one you’ve sent is not the genuine item or it’s deteriorated. It’s nothing like previous. It’s grainy and a different colour and consistency.”

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Posted 1 year ago

“Я до сих пор не получила заказ”

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Posted 1 year ago

“Did not receive any explanation and order was just cancelled. Poor customer service.”

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Posted 3 years ago

Dear customer, we're sorry that you didn't see our email sent to you explaining everything about this product. Sometimes emails get in the junk mail folder. Please check your junk mail. It was sent from customer care to the email address that you used when placing your order. We're resending the same email to you right now again. Please let us know if you get any of our emails. Thank you for your feedback and once again apologise for this.m Kind regards, John And Ginger

Posted 3 years ago

Dear Customer, I'm glad everything was cleared for you now we helped you to find those emails in your inbox. We were wondering as we're so into keeping our customers informed all the time. We're so happy you found the emails. Many thanks!

Posted 3 years ago

“I still haven’t received my order yet . If it’s not delivered in the next few days, I will ask for a refund”

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Posted 3 years ago

Dear International Customer, your order was despatched straight away and it was received by the Pakistan mail services just a couple of days after. The delivery company has said that the continued effects of the Corona Virus in your country postal network mean that all their parcels will take longer than usual. Apologies for the delay, unfortunately, we need to wait for your country mail network to catch up with their demand, hopefully, it won't be long at all. Customer care will send you an email with more information and contact the delivery company. We hope you understand that this was something that we couldn't prevent. Many thanks for your feedback and your patience. Kind regards, John & Ginger

Posted 3 years ago

“I ordered on November 29, 2021 and have not received my order. I am also unable to track my order on the website”

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Posted 3 years ago

Dear International Customer, We're sorry that you haven't received your order yet. We sent your order super quickly. Unfortunately, Customs has delayed your order, this is not our choice or our delivery company's choice either. Customs can delay randomly parcels without any warning. 99.9% of our orders get delivered super quickly without any problems, we haven't heard anything from you before this, so we assumed your parcel has arrived without any problem. Customer care will send you all the information you need soon. Once again, apologies for the delay from customs, and thank you for your feedback.

Posted 3 years ago

“Not received one of the £100+ face creams from a few weeks ago. I have emailed asking for it to be refunded but am yet to receive a response.”

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Posted 4 years ago

Dear Kelly, we have been communicating with you by our normal customer care email address and sent you trial sizes of the product until the manufacturer started again in the UK, as we explained. We believed from your emails that you were happy with our service so far. I checked our email system and found your latest email sent to a nonreply email address, that's why we didn't read your latest email, as we were communicating via customercare and also your email was sent Friday after working hours, we're picking up our emails today, Tuesday, after the bank holiday. Your refund has already be sent. Once again, apologies for the delay. Please note that our customer care team is open at normal office working hours. Many thanks for your feedback.

Posted 4 years ago

“My order of 8 items ( of £380) placed on 29 November 2020, was not posted till a whole 9 days later, thus meeting a greater backlog in the postal services. The result is that on 7th January 2021 ( 40 days after the order), these items are still in transit. Eight people did not get their Christmas gifts. I wish you had posted earlier and offered Courier delivery such as UPS or DHL at a cost greater than Royal Mail, but giving your international customers the choice to a) receive goods after they were needed at Royal Mail costs, or b) to pay extra postage and get them on time.”

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Posted 4 years ago

Dear International Customer, we're sorry that your parcel didn't arrive as quick as you were expecting it. We despatched the order to your country as quick as we could by our tracked & signed service. The parcel arrived to your country on the normal time for the service we use, but as you mentioned to us by email, your country is working very slowly to process parcels because of Covid. You asked us to double wrapped everything to protect the parcel because of the delays in your country, and we did that. We are very clear about the delivery company that we use, we have worked with them for over 15 years without problems. This year is different and in fact, the parcel got delayed as soon as it arrived to your country as you expected. It'll be delivered very soon. We recommend to all our international customers to give extra time when buying presents at Christmas, 2020 needed more extra time, as you already knew, especially for your country. We will take action on your feedback and will discuss about offering other delivery companies at Christmas time for the international customers, but please note that the company that we've been using for all these years have been amazing. We're really sorry about your Christmas presents been delayed. Customer care will contact you with further details and to arrange something for you for the inconvenience caused. We hope your parcel arrive this week. Thank you for your feedback and your understanding. Kind regards, the john & ginger team.

Posted 4 years ago

“i still did not receive my purchase hope you can tell me more about it”

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Posted 4 years ago

Dear International customer, we've tracked your order and an attempted delivery has already been made. The order took the usual time to get to your country, even during this pandemic, so we need more info to understand your review and to improve our service, please. Customer care will contact you with extra details about your tracking number soon, so you can rearrange a more convenient time for your delivery. Many thanks!

Posted 4 years ago

“I sent an e mail to you over a week ago I ordered and paid for 200mls facial mousse de cleor your colleage contacted me to say you only had 100mls which you have sent to me I would like to be re-embersed for the remainder thank you Sandra McDade”

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Posted 4 years ago

Dear customer, we're sorry that you didn't receive our email. However, customer care called you, we've spoken to you over the phone and explained the details. Your partial refund takes a few days to show on your card statement and it'll be there at any time now. Many thanks for your feedback and we will take it into consideration to improve our service. Many thanks!

Posted 4 years ago

“Would not buy anything again.”

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Posted 5 years ago

Dear Customer, please give us some extra details. We've checked all our emails, voice messages and didn't find anything from you about the product or the service. We're here to help, so please contact us to help you further. Customer care will call you to resolve your concerns. Thank you.

Posted 5 years ago

If you don't mind, can you tell us if this review is for the product or our service? Many thanks!

Posted 5 years ago

“I returned an empty product but to date have not heard back. I was originally told you were out of stock but have heard nothing as to whether you have received the returned empty product and when I might expect a replacement or a refund.”

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Posted 5 years ago

Dear Customer, We're sorry that your product was faulty in the first place and that the replacement hasn't arrived as quickly as you were expecting it. We appreciate your review very much, however we're a bit confused as we've already sent the replacement, and contacted the manufacturer to let them know about the faulty product. We have been communicating with you actively by email & by phone so you were aware that your replacement was on its way. Customer care will call you again and send you another email to reconfirm all of this once again for your records. Thank you for your feedback.

Posted 5 years ago

“Still not received the item!”

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Posted 5 years ago

Dear Customer, we're sorry that your item hasn't arrived yet. We despatched it the next working day after Easter Bank Holiday. All the orders will take a bit longer than usual these days to arrive. We will contact you today with more info. Thank you for your feedback and we hope you understand that all the deliveries in the country or even in the planet are taking a bit longer than usual these days. Many thanks.

Posted 5 years ago

Dear Customer, we're sorry that your item hasn't arrived yet. We despatched it the next working day after Easter Bank Holiday. All the orders will take a bit longer than usual these days to arrive. We will contact you today with more info. Thank you for your feedback and we hope you understand that all the deliveries in the country or even in the planet are taking a bit longer than usual these days. Many thanks.

Posted 5 years ago

“It is now 8 days since you said that my order was despatched, and I have neither heard nor received anything from you”

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Posted 5 years ago

Dear Customer, we're sorry that your item that you placed on WED night hasn't arrived yet. We despatched it the next working day (Thursday), then it was Easter. You used our free delivery service and not Premium delivery, the time for the parcel to arrive with standard delivery is 3-5 Working days, so your parcel is not even late for a normal situation. However, it will take a bit longer than usual these days to arrive. We couldn't do anything about your feedback before as we haven't received any communication from you about your parcel until now. We will contact you today with more info. Thank you for your feedback and we hope you understand that all the deliveries in the country or even in the planet are taking a bit longer than usual these days. Many thanks.

Posted 5 years ago

Dear Customer, we're sorry that your item that you placed on WED night hasn't arrived yet. We despatched it the next working day (Thursday), then it was Easter. You used our free delivery service and not Premium delivery, the time for the parcel to arrive with standard delivery is 3-5 Working days, so your parcel is not even late for a normal situation. However, it will take a bit longer than usual these days to arrive. We couldn't do anything about your feedback before as we haven't received any communication from you about your parcel until now. We will contact you today with more info. Thank you for your feedback and we hope you understand that all the deliveries in the country or even in the planet are taking a bit longer than usual these days. Many thanks.

Posted 5 years ago

“I am still waiting on the rest of my order as only 1 item was sent”

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Posted 5 years ago

Dear Customer, We're sorry about your order not being completed yet. We aim to ship all orders on the same day. We believe that 99.9% of our customers want their products to arrive ASAP. Your second parcel was already sent and it should be with you at any time. Once again, we're sorry we send your order in two parcels. Thank you for your feedback.

Posted 5 years ago

“Unfortunately I never received the order items.... I am not sure if it was a mistake either made by the store or delivering the package.”

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Posted 5 years ago

Dear Customer, We're sorry to hear that you have not yet received your parcel. We shipped your order in less than 10 hours of being placed back in OCT 2019 - We have not heard from you about this matter until this review. Customer care will contact you on Monday. We will track your parcel and see if we need to send a replacement even though 3 months have passed. Many thanks for your feedback.

Posted 5 years ago

“After a couple of weeks I have yet to receive my order. Neither have I been provided with any updates on when I will be likely to receive the order either. Very poor service”

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Posted 5 years ago

Dear Customer, We despatched your item super quickly, with free delivery and added the free samples that you asked for. We sent an email confirming that the item was despatched. This review is a surprise to us as we haven't heard anything from you about your order being delayed. We checked all our systems and couldn't find any messages from you. We sent the item and assumed your received as all our other customers, usually when there's a delayed, the customer asks for their order, so we sort it out straight away. We will contact you directly to get some details for us to be able to check with Royal Mail. We're sorry that your order hasn't arrived, but please keep in mind that we always sort out any orders that get delayed or lost in transit, it doesn't happen very often, but when it does, we are here to make sure our customers get their products ASAP. Many thanks for your feedback.

Posted 5 years ago

“Still received nothing and its over 2 weeks. No possibility to track order. Im not very happy. Enrica”

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Posted 5 years ago

Dear Customer, I can confirm that your order has been shipped and should arrive with you soon. Most international orders arrive on time, however sometimes international orders take longer to reach their destination due to customs. If this occurs then there isn't much we, or the delivery company can do, except wait for customs to process it. Our standard delivery is a good choice when you want to save money. However we recommend you to use our premium delivery service next time if you don't want to wait the standard delivery times. Please email us with your details so we can help you further. Thank you for shopping at John And Ginger.

Posted 5 years ago

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	95%
Accurate And Undamaged Orders	99%
Customer Service
Communication Channels	Live Chat, Email, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

John And Ginger Reviews