I cancelled this yet still got charged. Had an email conversation and they agreed to refund and cancel future shipments. Next month money was taken again. Still trying to sort!!! 😡
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3,1
Aceitável
61 opiniões
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Terrible product and poor customer service
Edit: The postage cost was eventually returned, but still bad experience all round.
Ordered a Ultrasonic LED Light Therapy Neck & Face Sculptor Device. Arrived after 10 days and it was actually a really cheap vibrating device, no led lights, which cost £39. I emailed to ask to return for refund. This went back and forth for over a week. They said they were a small business but in another email they said their financial dept. Was dealing with it. They agreed to refund and collect item but it was never collected. I emailed saying I would raise a PayPal dispute and they said for me to send it and they would reimburse me for the postage with the refund (I know, I know). Item was received and refund in progress but without the postage cost so I emailed again. PayPal refund was declined so I emailed again and they said weird, just raise it with PayPal. I tried but PayPal was unable to do so due to the type of payment (?). I then had to call PayPal and go past AI to speak to a human and they eventually sorted the refund out. I'm still minus the £5.99 return cost which PayPal can't do anything about.
17 de maio de 2024
Opinião espontânea
Resposta da Glow
Thank you for your feedback. We appreciate the opportunity to address the situation. Our customer service team responded to all of your inquiries and made every effort to resolve the issue that arose with PayPal. The reason we couldn’t issue the refund directly through PayPal initially was due to complications related to the use of PayPal Credit. Although we processed the refund, PayPal blocked it because of the specific payment structure in place, where only a portion of the order had been paid off.
To ensure you weren't left out of pocket, we refunded the postage costs through another method, as we were unable to do so via PayPal due to the challenges presented by PayPal Credit. We are pleased that you have now received the full refund, including the postage costs. However, we believe this review is somewhat unfair, as the issues were related to PayPal’s processes rather than our service.
Regarding the product, it was accurately described on the product page, which did not mention light therapy. We take product descriptions seriously to ensure our customers have clear and accurate information. Despite the difficulties in communication, we made an exception and refunded your return postage costs. Legally, customers are responsible for return shipping if an error is made in their purchase, but we chose to waive this fee for you.
We regret that this situation led to a negative experience, but we hope this clarifies the efforts we made to resolve the issue. We always strive to provide the best service possible, and we're sorry that this experience didn’t meet your expectations.
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