“The perfume bottle's spray mechanism malfunctioned shortly after delivery. My attempts to contact Customer Service regarding the faulty sprayer failed after a 52-minute phone call. I reported the problem via email, including a video demonstrating the sprayer issue. Eventually, I received an email instructing me to return the perfume bottle for a replacement. However, LI did not provide a pre-paid return mail label. Despite multiple follow-up emails seeking guidance, I only received a return label and a confirmation that my purchase price would be refunded after some time.
I explicitly communicated my dissatisfaction to Look Incredible for two reasons: first, they initially promised a replacement, and second, the special offer price was no longer available for repurchase. I raised these concerns through five email exchanges but received no response. Nearly two weeks after filing my complaint, on 18.10.23, I received an email from Look Incredible stating that they hadn't received the returned item. I promptly sent them a copy of the Royal Mail mail tracker receipt. The following day, I received a notification of a refund to my card, which I contested, as it was not the agreed-upon resolution. Their response was that the refund was issued because the item was no longer available, which was inaccurate. I verified this on Look Incredible's website, where the item was still advertised (at a higher price) as "in stock."
Despite friendly and seemingly helpful email exchanges with Look Incredible's after-sales/customer service, the reality was woefully unacceptable. They failed to deliver on their promise of a replacement and used an incorrect reason for the refund.”
“Lies, lies, lies, ordered item. 5 days later never arrived contacted customer services, they advised it had been dispatched. 2 days later item not arrived, PayPal case opened. Behold they posted item a few hours later. Awful. Let's see what item arrives.”
“Ordered a fragrance for a birthday present, it did not arrive so tried to chase up, very poor response times then sent the wrong product, no urgency or proper communication or customer service until I contacted PayPal for help and they contacted them Most definitely would not use again or recommend.”
