Beautiful Pure - poor customer service - please help!

nursey71

Hi all,

I was wondering if anybody more knowledgeable than me could help me with a consumer rights query?

I purchased 5 bottles of skincare products last week and paid via credit card - the total sum came to £38. When the order was delivered, one bottle was missing entirely, two had a use-by date of next month and two were completely the wrong product.

I've emailed (twice) and had no response - what do I do next as I can't afford to waste money on these products and begrudge sending them back when they have not responded to my emails

The company is based in Guernsey, so not sure if this has a bearing on the matter ...

Would be grateful for any help

Thanks

sarahg1969

Have you tried phoning them?

Ivory_Tinkler

I would email again and say that you've tried to contact them to discuss your order which is both incorrect and unacceptable due to the expiry dates. Tell them you would like a response within 2 working days otherwise you'll have no other alternative than to request a chargeback through your credit card company. That might just make them respond! Let us know how you get on.

Loadsabob

Hello - how did you get on with these guys?

Their prices are very tempting, but before I part with my money, I'd like to see how this ended up. They state on their website that they have a 30 day no quibble returns policy, but that you have to email for the warehouse address, which I guess if what you did.

But they include their postal address in their contact info, so as a least resort I'd print out your attempts to reach them by email, and return the items to that address demanding your refund. They can sort it out from there.

But I'm hoping instead that you had a positive resolution...?

nursey71

Update: [sorry , forgot to post earlier]

I managed to get hold of the email address of the CEO and copied him into the last email I sent to them stating that the company had two days to respond before I cancelled the payment [as advised by ivory tinkler].

I got a reponse back quite quickly apologising which stated that the particular product I had ordered was not going to be stocked by them any more [hence the short date] so I was free to keep them without charge. The items they had sent to me as a 'sustitution' were boxed back up and sent to them via a freepost address they gave me. Once they had received this, I got a full refund for all the goods, so they did come good in the end!

Ivory_Tinkler

That's good to hear and a great result. Thanks for updating us.

Loadsabob

Thank you nursey71, I appreciate your update...think I may give them the benefit of the doubt and see how it goes...

Loadsabob

I'm sorry to post this here - I don't use MSE as a review site! But when I Googled this company for customer service, this was the only thread I found, and I posted above.

Well, I gave them the benefit of the doubt...

I ordered one Korres product (much cheaper than it should have been - I was a bit wary). And it arrived (on Thursday, from Sunday order - not bad, really nicely packaged in a sturdy little box) with an expiry date of 07/2009!!! 8 months out of date!!! Really not on, for a natural product. Or anything, for that matter. I emailed their customer service address, and I got a response within 48 hours, apologising for the inconvenience, and saying they'd issued me a refund because they wouldn't be stocking the item again.

So - weigh it up, I found their response time to my complaint good, their delivery time average, but their failure to provide an in-date product not acceptable. Given my experience, and the dates problem for the OP, I wouldn't trust them with another order from me.

Perhaps I'm turning this into more of a shopping than a consumer rights thread - their website prices are amazing, so it looked very 'moneysaving' to me, but for the inconvenience and unusable product?...I'll pay RRP for my face cream next time ;-)