LookBest www.lookbest.co.uk

Well, Reeanna got her refund for the troubled product. Trouble is, Reseanna wanted a refund on all 3 products, and i guess she wasnt too happy we didnt offer that. The refund on the probem item was processed same day. Such venom is in this case, unwarranted.

Please see all correspondence below and also bear in mind you have taken my money and not delivered my order and have cost me double as I had to then purchase the same product elsewhere and have been reluctant even up until now to give my money back. I would really like a refund at some point, it's been 2 months now.

From: "[email protected]"

Subject: Re: LookBest.co.uk - You have a new Contact Us submission

Date: 13 December 2011 11:33:59 GMT

To: Dena

we sent your item, we are out of pocket as well. We only ask you sign and return this form, then you will be refunded. "Proper" companies do not just refund on request.

Hilary

On 13 December 2011 11:31, Dena wrote:

Hello,

But I didn't purchase from Royal Mail, I purchased from you. Why if things like this happen with proper companies, are they able to refund you and you can't?

Thanks,

Dena

On 13 Dec 2011, at 11:21, [email protected] wrote:

Hello Dena. We will refund you when these forms are returned, the government set the 28 day figure through postwatch for Royal Mail, so unfortunately there isnt anything we can do on that. But pretty sure you will receive them soon.

Thanks.

(name removed)

On 13 December 2011 11:08, Dena wrote:

Hi (name removed),

I addressed you politely in my email today and again you respond in bad manners. My name is Dena, you should begin your emails politely, i.e Hello Dena. and Thanks at the end, you know…in a professional manner.

So basically you are refusing to refund me my money for another 28 days plus however long it takes for you to receive those forms back and resolve your dispute with royal mail? Shouldn't you be refunding my first then seeking money from Royal Mail? as a proper company with customer service would?

On 13 Dec 2011, at 11:02, [email protected] wrote:

The forms have been submitted, it takes around 28 days.

name removed)

On 13 December 2011 10:48, Dena wrote:

Hi (name removed),

I still haven't received any forms as per your previous email to me and would like my refund as it's now been a month and 1 week since I placed my unfulfilled order.

Thanks,

Dena

Begin forwarded message:

From: Dena

Subject: Re: LookBest.co.uk - You have a new Contact Us submission

Date: 6 December 2011 09:17:15 GMT

To: "[email protected]"

It's irrelevant whether or not my company address was on the parcel, it would have arrived anyway! Its your company who aren't competent enough to sell and deliver a bottle of false tan to a customer.

On 6 Dec 2011, at 09:05, [email protected] wrote:

There you go again throwing out insults Dena, it really isnt the way to address this problem. A probem that has been caused by your not completing the address properly, something you have not acknowledged.

We will not refund your monies until the claim has been processed, you are of course free to pursue a claim with your bank, however, this is more than likely to take even longer.

(name removed)

On 5 December 2011 14:40, Dena wrote:

(name removed),

I wasn't rude, I was a customer that had received incredibly bad service. To re-iterate, I am a customer regardless and it's incredibly bad practice to address customers or speak to them in such a way you've done in any instance. This is almost funny! You are the company trying to make money and you speak to your customers in such an unprofessional manner because 'they sent you a complaint'. Any normal company would have better standards of practice. This is madness.

I would like my money refunded by you, you can then obtain any money Royal Mail are due to send you. My contract upon placing my order lies with you and so you are obligated regardless of your issues now standing with Royal Mail.

Your absolute lack of class and level of customer service is hilarious.

I would be obliged if you would deposit my money back into my account so I don't have to sit on the phone to my bank and have the payment reversed.

On 5 Dec 2011, at 14:10, [email protected] wrote:

We responded in kind Dena, you were rude and threatening from the start, people are likely to respond the way they are treated.

We will get a claim raised for loss with Royal Mail, they will send you a form, when that is signed, you will get your refund.

(name removed)

On 5 December 2011 12:22, Dena wrote:

You responded to me in a rude manner 1st - I think you need to look back through your emails before making false accusations. I emailed you initially to complain (rightly so) that my order was extremely late and I was receiving no response from your customer services team. You should not respond to customers without an unapologetic and extremely polite response as I am, after all your customer - you responded without addressing me by name or without a "hello" and even without a 'thanks' at the end, which is rude, which is what I hadn't done to you first. This is absolute madness, the way you speak to customers is abysmal.

Anyway, the 21 day period is up and it did not arrive and I would like a full refund on my order.

I will not be purchasing from you again.

Begin forwarded message:

From: "[email protected]"

Subject: Re: LookBest.co.uk - You have a new Contact Us submission

Date: 24 November 2011 12:53:49 GMT

To: Dena

We have proof that this item was sent to you, and we have proof that you did not address it correctly, as to rude emails, one can perhaps only answer in kind.

21 days are required before Royal Mail will consider items lost or even late, please advise if not received by the 29th November.

(name removed)

On 23 November 2011 13:35, Dena wrote:

I didn't miss it out. I think it's disgusting that you are accusing me of lying, I don't need to lie. I honestly did put my company name in there although this would NOT have affected the delivery time so I would appreciate you not insinuating I am lying.

Just to clarify - (name removed)@tanninglotion.co.uk - this is one of the addresses (apart from using your web form) that I've been emailing with no response. This is the address my order confirmation came from.

As it's been 2 weeks and I have not received my order, regardless of it being not being labelled a "missing item" yet by you, I would like a refund. I do not want to do business with you and never will again. The way you address customers in emails is extremely unprofessional and rude and your service is abysmal.

If you do not issue a refund, I will get one from you regardless via a different method so you are only doing Look Best a disservice to its reputation by denying one in the first place.

Dena

On 23 Nov 2011, at 12:52, [email protected] wrote:

Regret you did not include the company name Dena, sorry. 3 weeks are required before itmes can be considered lost, we will continue to try to track it meantime.

(name removed)

On 23 November 2011 09:23, Dena wrote:

Hi,

No. I SPECIFICALLY requested in my shipping address: The Foundry Visionmongers Ltd. I have no doubts that I included our company address as I remember doing so.

Regardless of whether you had included the correct company name or not, we have a great relationship with the company who shares our floor. Their receptionist and our receptionist make sure to bring over any mail that is addressed to the other company and nothing has been received yet so this will not account for the delay.

I am having to now order from a different company the same tanning lotion and am going to have to pay for another bottle. Clearly my order hasn't been delivered as when attempting to track it on the Royal Mail website, I am told I can only track once a parcel has been delivered.

I would like a full refund on my order.

Thanks,

Dena

On 22 Nov 2011, at 18:50, [email protected] wrote:

This is not the address you put on this order Dena, you entered:-

Name: Mr. Dena

Phone: 07595_______

Fax: N/A

Company: N/A

Address: ______________________________

City: London

State: ________

Country: United Kingdom

Zip/Postal code:

________

I suppose this will account for the delay, are there other companies on the 6th Floor?

(name removed)

On 22 November 2011 09:36, Dena wrote:

Hi,

Well this is the first response I've had from you having emailed your "contact us" section on your website 3 times. I needed to have my tanning lotion as soon as possible as I have now run out and have had to go 3 weeks without something I really needed urgently.

Can you please show me the address you sent my order? You should have addressed it specifically to:

The ***** ********,

__________________________

___________

We at lookbest.co.uk are puzzled by this review. We can find no such complaint. Please note no name was left for this review. We certainly would not address a complaint in this manner.