Caution on Pout Cosmetics Sale

Anetares

A word of caution when ordering from Pout Cosmetics during their sale...

I placed 2 orders on 2nd November, my first with Pout. It took 3 weeks for me to receive anything, and then I only received one order, I am still missing £40 worth of products. Pout rarely reply to my attempts at contact and now mails are bouncing back.

I have emailed 18 times regarding these orders, so far. After 1 week I asked when to expect their arrival - this was before a warning was added to the site saying dispatch may take 10 days. It took a further week to get a reply, a single line of text stating both orders were picked, packed, awaiting collection and would be sent 'any day'. 4 days later I was sent another email containing the exact same thing. In all it was nearly 3 weeks till the packages were posted.

The second round of mails was requesting information for the return of some of the goods, I had received one order but by this time I was so annoyed at the lack of customer service (and frankly the brushes were not good quality anyway), I just wanted a refund. They have still not replied regarding any of this.

Thirdly, I emailed about not having received one of the orders. Over 6 weeks after ordering I still haven't got it, so I thought it quite reasonable to ask for a refund. I checked at the local sorting office and they don't have it, Pout send packages Recorded Delivery, they only need to check the tracking. I haven't got a reply to this yet.

I've mailed them for the last time today, giving them a time frame in which to respond. Regarding the missing package, what concerns me most, they've had 2 weeks to reply and haven't bothered. Now emails have started bouncing back, and I've read elsewhere on MSE that this is in fact not simply a 50% off sale, it's a closing down sale, so it's starting to concern me, and the purchases were made with a debit, not credit card. Today I have contacted Trading Standards for advice.

I read online that I'm not the only person having problems with Pout atm, so I decided to post here on MSE (my first post - be gentle), in the hope of saving others some of the grief I'm getting. Just can't afford £80 being awol at Christmas when it could be spent elsewhere. There are probably plenty of people who have never had an issue with Pout, but if you're not a regular customer of theirs and have any doubts - I'd steer clear.

pulliptears

Did you pay on credit card? If so, contact your bank and they may be able to help you.

Anetares

Thanks, but no, debit card. They advised me to contact the retailer, I'd have to sort it out with them.
What a happy coincidence, shortly before this post I told them I'd be contacting Trading standards and a reply just dropped in the mail box... from the 'office manager', claiming 'this is the first I have seen'... well at least 1/18 gets through. They're going to try the tracking number for the missing parcel. Fingers crossed, might get the money back in time for January sales..

princesslizzie

Thanks, have been considering buying online but won't now. Have to say, their customer service instore is appalling too!

GirlFriday6

I've had the same problem with Pout. I placed my order in November and still have received NOTHING. I tried emailing them and was given a phone number from their website esign company but it no longer works. I really don't know what to do and am really disappointed. The money came out of my account because i used switch and I won't be able to get it back. I think I actually will contact traading standards about this now. If anyone can give me any contact details for Pout I'd be very grateful.

graduate2012

Anetares wrote: »

A word of caution when ordering from Pout Cosmetics during their sale...

I placed 2 orders on 2nd November, my first with Pout. It took 3 weeks for me to receive anything, and then I only received one order, I am still missing £40 worth of products. Pout rarely reply to my attempts at contact and now mails are bouncing back.

I have emailed 18 times regarding these orders, so far. After 1 week I asked when to expect their arrival - this was before a warning was added to the site saying dispatch may take 10 days. It took a further week to get a reply, a single line of text stating both orders were picked, packed, awaiting collection and would be sent 'any day'. 4 days later I was sent another email containing the exact same thing. In all it was nearly 3 weeks till the packages were posted.

The second round of mails was requesting information for the return of some of the goods, I had received one order but by this time I was so annoyed at the lack of customer service (and frankly the brushes were not good quality anyway), I just wanted a refund. They have still not replied regarding any of this.

Thirdly, I emailed about not having received one of the orders. Over 6 weeks after ordering I still haven't got it, so I thought it quite reasonable to ask for a refund. I checked at the local sorting office and they don't have it, Pout send packages Recorded Delivery, they only need to check the tracking. I haven't got a reply to this yet.

I've mailed them for the last time today, giving them a time frame in which to respond. Regarding the missing package, what concerns me most, they've had 2 weeks to reply and haven't bothered. Now emails have started bouncing back, and I've read elsewhere on MSE that this is in fact not simply a 50% off sale, it's a closing down sale, so it's starting to concern me, and the purchases were made with a debit, not credit card. Today I have contacted Trading Standards for advice.

I read online that I'm not the only person having problems with Pout atm, so I decided to post here on MSE (my first post - be gentle), in the hope of saving others some of the grief I'm getting. Just can't afford £80 being awol at Christmas when it could be spent elsewhere. There are probably plenty of people who have never had an issue with Pout, but if you're not a regular customer of theirs and have any doubts - I'd steer clear.

Yeah it is a closing down sale, they have become bankrupt, i adore pout cosmetics but thus avoided them when they shut down in my local Harvey Nichols and i was told they had gone into administration

Good luck hope you get your items/refund!

Anetares

I've decided to post these details on MSE as well as in my email to you, GirlFriday6, in case anyone else is in the same situation with Pout.

These are the email addresses I have collected for Pout:

enquiries@pout.co.uk
info@pout.co.uk
Claire.Glass@pout.co.uk
girls@pout.co.uk
OfficeManager@pout.co.uk
poutdelivery@sekogln.co.uk
Sarah.Hatch@pout.co.uk

I also had a land address, but I can't find it atm. I'm going to start a fresh post on this for people who have been ripped off, as Pout have officially ceased operations now.

Anetares

Oh excellent... no address... they've taken the website down.

owen-b

Hi - I just thought I should point out that there's some bad information in this thread. As far as I know Pout hasn't gone bankrupt at all. What happened was that several months ago they were bought out by a larger company called Chrysalis. The UK and European arms of the company were doing well but in the US not so well at all, so the cosmetics side of things was shut down completely. Apparently they still make bath and body products.

I'm sorry you've had a bad experience with them with the online closing down sale, though. I've just spent an evening tracking down vast quantities of a particular product of theirs on eBay and buying them ALL up for my girlfriend as it's the only product of that type that she's ever been able to use comfortably!

Hopefully the three girls that started the company will launch a new one selling similar products in Europe...