Beware of justmylook .com

Has anyone else had a bad experience with justmylook?

I used to buy regularly from them until they only sent half my order, offered me a refund for what I didn't receive and never refunded me. I left messages on their facebook page asking them to get in touch, private messages, I've tried to phone them on a couple of different phone numbers online for them but no reply, there's no customer service there whatsoever. My messages were deleted from their facebook page with many other messages from people who were also complaining or waiting for refunds. Eventually I left a negative review for them on one of the review sites and they responded with a lovely message saying they were going to refund me immediately - but didn't. I then went to Trust Pilot and went into detail (nothing inflammatory or libellous) on another review only to have Trust Pilot remove it and email me saying that justmylook had contested it, and if I had any evidence I could send them of my experience they'd reinstate it. I sent them screenprints from their website and of the review promising to refund me, my emails to them and one they sent me to say they'd refund me, receipts, photographs, copies of messages and everything else I had. They reinstated the review immediately.

Since then, I've started a group on facebook that pops up when people search for justmylook and I've had countless messages all saying similar things.  One lady spent £200 and was sent the wrong item. She returned it and they said because she'd opened it they weren't going to refund her - she told me she hadn't opened it as there was no point, it wasn't what she wanted. Now they have the returned item along with her £200 although we managed to get her a refund from her payment provider. I just wondered if anyone here has had any reason to complain?

Replies

  • Ms_Mop_123Ms_Mop_123 Forumite
    77 Posts
    Third Anniversary 10 Posts
    I've had hair products from them twice now and haven't had any problems at all. 
  • Tiger_greeneyesTiger_greeneyes Forumite
    1.3K Posts
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    I've had hair products from them twice now and haven't had any problems at all. 
    That's good. As I said though, I used them five or six times until they didn't send me the goods I'd paid for and it was impossible to get my money back from them. I'm not using them again because of that. It's a lottery as to whether you'll receive your goods and if you don't, the customer services is non-existent. It's just something to bear in mind if you're going to use them, that's all.
  • FlossFloss Forumite
    5.7K Posts
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    How did you pay for your order? 
  • Ms_Mop_123Ms_Mop_123 Forumite
    77 Posts
    Third Anniversary 10 Posts
    Husbands PayPal account.  
    Found them during first lockdown I need hair products that you can't buy in shops, £2 cheaper per item than what my hairdressers charge.  Once hairdressers opened I did support the salon and started buying from them again but I needed more so placed an ordered a few weeks ago, I'm impressed with them, free delivery and they arrived within a few days of ordering. 
  • FlossFloss Forumite
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    Husbands PayPal account.  
    That's how I generally pay for anything online (and with a credit card) unless it's my groceries, so I know there is some protection if things do go wrong. It's only sensible.
  • Tiger_greeneyesTiger_greeneyes Forumite
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    Floss said:
    How did you pay for your order? 
    I used paypal, I raised a dispute with them and eventually got my money back. The reason I've posted here is just to make people aware that if an order goes wrong, there's little to no recourse with the company as they ignore calls, emails, messages etc. I helped someone else get her £200 back recently, it's not a one-off thing, this is happening far too regularly.
  • suejb2suejb2 Forumite
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    I have had several orders with them. Only once did they mess the order up they sent the wrong size, I ordered 100 ml they sent 30ml.This was quickly rectified , they sent three more and their apology  accepted . I find them a good company, price and customer service.
    Life is like a bath, the longer you are in it the more wrinkly you become.
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