Where do I stand? Horrible service from Lookfantastic

Frenchielover

Hi there.
Im looking for some help, and would be so grateful for any advice.
I ordered some fairly expensive men’s EDT from Lookfantastic last Thursday which was due to be delivered 20/08/22, by ‘Evri’.
Everything seemed to be going ok from dispatch to the standard ‘out for delivery’ notifications via app.
I then received an email from Evri, advising that parcel has been ‘delayed’ due to ‘damage’ and was being returned to local hub.
i contacted Lookfantastic with a view to a replacement item, and this is where the problems started.
It’s almost impossible to speak to anyone, no phone numbers, and all communication is done via their app.
They insist that I must wait until items has been received by them before they issue a replacement.
I’ve been advised that also, a replacement cannot be sent  until somebody from their ‘dispatch department’ looks into this, and this could take 3-5 days.
I feel this is unfair as I never received the item that I paid for, and the issue is between Lookfantastic and Evri the company that they engaged to fulfil delivery.
It clearly states via tracking that item was damaged, but Lookfantastic have said that this might mean the label is damaged, and appear intent on fobbing me off, to which I’ve said if the label is damaged, how can I expect delivery????
To make matters worse, this was a present for my son who lives in the USA , and I’m flying out in under a week to visit him.
I have explained this to Lookfantastic, who keep replying with stock scripted answers, and obfuscate at every opportunity .

Alderbank

It must be exasperating but if you want that EdT from Lookfantastic you will have to wait until they have concluded their investigation.

As it is a distance purchase you can cancel the contract for a full refund, and buy it somewhere else instead.

Ergates

Given that you never received the parcel, then any damage it may have received cannot be your responsibility.   Therefore, there is no reason they cannot send a replacement out before concluding their "investigation" - this is all very much their problem.

However, in terms of actually getting the item delivered in time for your trip - your best bet is probably to do what Alderbank suggested.  Cancel your order and ask for a full refund (including delivery), and order from somewhere else.  I have no idea what EDT is, but I expect you could find it somewhere else with next day delivery, though you may end up paying more.

Alderbank

Eau de Toilette

Ergates

Alderbank said:

Eau de Toilette

Ah - I thought it might be some brand, but I couldn't find it.

Manxman_in_exile

Alderbank said:

Eau de Toilette

I used to use that but stopped because the lid kept falling on the back of my head...

TripleH

Ur ine a funny mood today @manxman_in_exile

Manxman_in_exile

The old ones are the best ones...

(I think the toilet water joke was Tommy Cooper's).