Is my money lost forever?

tangerine27

I bought a skin product from a company I found on facebook (!) that had loads of good comments about how great it was! I've since learned the company deletes all negative comments and only leaves the good ones. It was £53.25, £39 product cost, £6.45 shipping and £7.80 taxes.
The product arrived a month later (their website says they ship from the US, but has an Australian address on it, which when googled provides no results) and I used it and it actually burnt me in one tiny area. This was back in July and I still have a bit of a scar. I kept on using the product as I wanted to see the results that everyone claimed they were getting.
I ended up giving up on the product because I was scared to use it and I also realised it didn't have a CE mark on it. The product felt a bit "shoddy". I complained to the company towards the end of September and there started a long back and forward between them. They finally processed a refund for £39 on 7th October. I complained about this and asked for the whole amount and they said they were looking into it and since then they have started ignoring me. I also haven't received the £39, which I would gladly take now!
I have seen reviews on Trust Pilot (which has mostly good reviews for this company!) saying that they never received their money back when they were unhappy and the company actually operates from China.
It's not a huge amount of money but I was furloughed from April - October and I'm now starting my own business so would really like the money back. Does anyone know if there's anything I can do? I told the company I would take it further but I don't actually know how to do that!!
Thanks

KatrinaWaves

Unlikely for a product bought from abroad that you used for three months. Even if it is shoddy, you continued to use it... 

Usually in these cases anyway you would still be liable for the fees, as they aren’t going to the company, and the shipping costs vary between companies, it’s still a cost to them. You were essentially asking them to pay you £15 to ship you some cream. 

I’m also no expert on the CE Mark but it looks like it applies to things made for European sale? You knew it was coming from outside Europe so why are you concerned about a CE Mark? 

DiddyDavies

tangerine27 said:

The product arrived a month later (their website says they ship from the US, but has an Australian address on it, which when googled provides no results) and I used it and it actually burnt me in one tiny area. This was back in July and I still have a bit of a scar. I kept on using the product as I wanted to see the results that everyone claimed they were getting.

You bought something from what is probably an untraceable seller on Facebook (something that was probably manufactured in a sweatshop in the back of beyond with little or no care about hygiene) and after using it you found that it burnt you yet you continued using it? 

tangerine27

KatrinaWaves said:

Unlikely for a product bought from abroad that you used for three months. Even if it is shoddy, you continued to use it... 

Usually in these cases anyway you would still be liable for the fees, as they aren’t going to the company, and the shipping costs vary between companies, it’s still a cost to them. You were essentially asking them to pay you £15 to ship you some cream. 

I’m also no expert on the CE Mark but it looks like it applies to things made for European sale? You knew it was coming from outside Europe so why are you concerned about a CE Mark? 

It's a once a week electrical device, and like I said I'd be happy with the product cost returned at this point but the refund that they "sent" hasn't arrived almost a month later. 
I thought it had to have a CE mark to be sold in Europe, no matter where it came from? They told me they had the certification but didn't have to put the stamp on so I thought I was along the right lines there.

tangerine27

DiddyDavies said:

tangerine27 said:

The product arrived a month later (their website says they ship from the US, but has an Australian address on it, which when googled provides no results) and I used it and it actually burnt me in one tiny area. This was back in July and I still have a bit of a scar. I kept on using the product as I wanted to see the results that everyone claimed they were getting.

You bought something from what is probably an untraceable seller on Facebook (something that was probably manufactured in a sweatshop in the back of beyond with little or no care about hygiene) and after using it you found that it burnt you yet you continued using it? 

Yes I realise that now, although they do have a website I just didn't look into the full details when I purchased it as, silly me, I thought all the good reviews and the professional website was legit.
It was a very very small burn and the device is supposed to heat up so it wasn't as though it was a burn from something really random.

KatrinaWaves

tangerine27 said:

KatrinaWaves said:

Unlikely for a product bought from abroad that you used for three months. Even if it is shoddy, you continued to use it... 

Usually in these cases anyway you would still be liable for the fees, as they aren’t going to the company, and the shipping costs vary between companies, it’s still a cost to them. You were essentially asking them to pay you £15 to ship you some cream. 

I’m also no expert on the CE Mark but it looks like it applies to things made for European sale? You knew it was coming from outside Europe so why are you concerned about a CE Mark? 

It's a once a week electrical device, and like I said I'd be happy with the product cost returned at this point but the refund that they "sent" hasn't arrived almost a month later. 
I thought it had to have a CE mark to be sold in Europe, no matter where it came from? They told me they had the certification but didn't have to put the stamp on so I thought I was along the right lines there.

Is it being sold in Europe though, or shipped to Europe? Just because they ship to Europe doesn’t mean it needs a CE as far as I can tell. I bet all the knock off Chinese stuff doesnt, which yours most likely is if shipped from Aus. 

It’s £39. I know every penny counts and what not but take it as a £39 lesson to not buy stuff off Facebook and thank your lucky stars it’s not £hundreds

tangerine27

KatrinaWaves said:

tangerine27 said:

KatrinaWaves said:

Unlikely for a product bought from abroad that you used for three months. Even if it is shoddy, you continued to use it... 

Usually in these cases anyway you would still be liable for the fees, as they aren’t going to the company, and the shipping costs vary between companies, it’s still a cost to them. You were essentially asking them to pay you £15 to ship you some cream. 

I’m also no expert on the CE Mark but it looks like it applies to things made for European sale? You knew it was coming from outside Europe so why are you concerned about a CE Mark? 

It's a once a week electrical device, and like I said I'd be happy with the product cost returned at this point but the refund that they "sent" hasn't arrived almost a month later. 
I thought it had to have a CE mark to be sold in Europe, no matter where it came from? They told me they had the certification but didn't have to put the stamp on so I thought I was along the right lines there.

Is it being sold in Europe though, or shipped to Europe? Just because they ship to Europe doesn’t mean it needs a CE as far as I can tell. I bet all the knock off Chinese stuff doesnt, which yours most likely is if shipped from Aus. 

It’s £39. I know every penny counts and what not but take it as a £39 lesson to not buy stuff off Facebook and thank your lucky stars it’s not £hundreds

They have a UK website, but it says shipping comes from the US, so I'm not 100% sure what's really going on there.
I know, I expect I won't get it back but it's just frustrating that this company is on facebook with hundreds of good reviews because they're deleting the bad ones and I'm not sure if there's a way to prevent this happening to others? Would facebook take an interest at all? (not sure why I asked that, I doubt it!!)

KatrinaWaves

A co.U.K. Website is not a ‘U.K. website’ anyone can have one. 

Blackbeard_of_Perranporth

tangerine27 said:

I bought a skin product from a company I found on facebook (!) that had loads of good comments about how great it was! I've since learned the company deletes all negative comments and only leaves the good ones. It was £53.25, £39 product cost, £6.45 shipping and £7.80 taxes.
The product arrived a month later (their website says they ship from the US, but has an Australian address on it, which when googled provides no results) and I used it and it actually burnt me in one tiny area. This was back in July and I still have a bit of a scar. I kept on using the product as I wanted to see the results that everyone claimed they were getting.
I ended up giving up on the product because I was scared to use it and I also realised it didn't have a CE mark on it. The product felt a bit "shoddy". I complained to the company towards the end of September and there started a long back and forward between them. They finally processed a refund for £39 on 7th October. I complained about this and asked for the whole amount and they said they were looking into it and since then they have started ignoring me. I also haven't received the £39, which I would gladly take now!
I have seen reviews on Trust Pilot (which has mostly good reviews for this company!) saying that they never received their money back when they were unhappy and the company actually operates from China.
It's not a huge amount of money but I was furloughed from April - October and I'm now starting my own business so would really like the money back. Does anyone know if there's anything I can do? I told the company I would take it further but I don't actually know how to do that!!
Thanks

I got as far as Facebook!

Aylesbury_Duck

tangerine27 said:

KatrinaWaves said:

tangerine27 said:

KatrinaWaves said:

Unlikely for a product bought from abroad that you used for three months. Even if it is shoddy, you continued to use it... 

Usually in these cases anyway you would still be liable for the fees, as they aren’t going to the company, and the shipping costs vary between companies, it’s still a cost to them. You were essentially asking them to pay you £15 to ship you some cream. 

I’m also no expert on the CE Mark but it looks like it applies to things made for European sale? You knew it was coming from outside Europe so why are you concerned about a CE Mark? 

It's a once a week electrical device, and like I said I'd be happy with the product cost returned at this point but the refund that they "sent" hasn't arrived almost a month later. 
I thought it had to have a CE mark to be sold in Europe, no matter where it came from? They told me they had the certification but didn't have to put the stamp on so I thought I was along the right lines there.

Is it being sold in Europe though, or shipped to Europe? Just because they ship to Europe doesn’t mean it needs a CE as far as I can tell. I bet all the knock off Chinese stuff doesnt, which yours most likely is if shipped from Aus. 

It’s £39. I know every penny counts and what not but take it as a £39 lesson to not buy stuff off Facebook and thank your lucky stars it’s not £hundreds

They have a UK website, but it says shipping comes from the US, so I'm not 100% sure what's really going on there.
I know, I expect I won't get it back but it's just frustrating that this company is on facebook with hundreds of good reviews because they're deleting the bad ones and I'm not sure if there's a way to prevent this happening to others? Would facebook take an interest at all? (not sure why I asked that, I doubt it!!)

Since when was facebook considered a reputable retailer?  You've only got to spend a few minutes on it to know a good deal of it is a steaming pile of rubbish.

facebook won't be interested at all.  You know what they say: If the product is free, you are the product, and I suspect you didn't pay to join facebook?  Facebook have had your data and probably a slice of your sale.  Why would they care what happens now?  

jon81uk

Aylesbury_Duck said:

tangerine27 said:

KatrinaWaves said:

tangerine27 said:

KatrinaWaves said:

Unlikely for a product bought from abroad that you used for three months. Even if it is shoddy, you continued to use it... 

Usually in these cases anyway you would still be liable for the fees, as they aren’t going to the company, and the shipping costs vary between companies, it’s still a cost to them. You were essentially asking them to pay you £15 to ship you some cream. 

I’m also no expert on the CE Mark but it looks like it applies to things made for European sale? You knew it was coming from outside Europe so why are you concerned about a CE Mark? 

It's a once a week electrical device, and like I said I'd be happy with the product cost returned at this point but the refund that they "sent" hasn't arrived almost a month later. 
I thought it had to have a CE mark to be sold in Europe, no matter where it came from? They told me they had the certification but didn't have to put the stamp on so I thought I was along the right lines there.

Is it being sold in Europe though, or shipped to Europe? Just because they ship to Europe doesn’t mean it needs a CE as far as I can tell. I bet all the knock off Chinese stuff doesnt, which yours most likely is if shipped from Aus. 

It’s £39. I know every penny counts and what not but take it as a £39 lesson to not buy stuff off Facebook and thank your lucky stars it’s not £hundreds

They have a UK website, but it says shipping comes from the US, so I'm not 100% sure what's really going on there.
I know, I expect I won't get it back but it's just frustrating that this company is on facebook with hundreds of good reviews because they're deleting the bad ones and I'm not sure if there's a way to prevent this happening to others? Would facebook take an interest at all? (not sure why I asked that, I doubt it!!)

Since when was facebook considered a reputable retailer?  You've only got to spend a few minutes on it to know a good deal of it is a steaming pile of rubbish.

facebook won't be interested at all.  You know what they say: If the product is free, you are the product, and I suspect you didn't pay to join facebook?  Facebook have had your data and probably a slice of your sale.  Why would they care what happens now?  

Facebook is an advertising platform in this case. It would be like complaining to the bus company that the product seen on the side of the bus has caused you harm.