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bernadette's complaint against LookFantastic

bernadette Thomason


Poor Courier Service

Complaint against LookFantastic

My Beauty Box is now 14 days late arriving due to a change in courier, for 17 months I have had no issues receiving the box from Royal Mail ( I live in gated flats). Look Fantastic chose to use Hermes who cannot be bothered to even leave a way to contact them and re-try delivery at the same time each day - common sense would say this person is at work if you try 3 times during the week. I contacted LF and they stated that you could get 1 of 3 delivery firms it was pot luck, after the 3rd attempt which i only knew of by looking at Hermes tracker on an email sent on delivery day (no update to say we tried you weren't in, All onus is on the customer to check where their delivery is) LF advised they could only re-send once they received notification that the box is being returned to sender. 3 days later I had not had the email from LF to do this so via twitter I queried and was advised that they would send out the box again - only to see the confirmation email of re-issue was with hermes again !!!!! The same problems will ensue without a doubt. Discussing this via PM with Alicia I explained my disappointment - and advised that if the regular courier for my area was to be Hermes I would have to re-consider using LF for all my beauty purchases, which I am loathe to do as I have received 1st Class service for the last 17 months and regularly purchase more than just the beauty box. This could have all been resolved simply by changing the courier back to Royal Mail - Hermes are absolutely the WORST courier service for anyone who lives in a city and has a job ! The response from Alicia was - 'I will help you cancel your subscription' - customer retention clearly is not important to this company and I would welcome a response from someone who is not manning a social media channel.

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