Wrong item delivered

Elmoputneycat

My husband ordered some perfume from Look Fantastic for me at the start of July. The perfume cost £132 but instead makeup and moisturiser were delivered. He contacted them and was told that they would resend the item. Again the wrong item was sent, this time conditioner. We have contacted them multiple times and I was told by a customer service member to return the incorrect items and that a refund would be given. This did not happen, so when I questioned it I was told this had to be approved. I was eventually contacted by their investigation team to tell me that they have CCTV to say that the perfume was packed on both occasions and therefore I will not get a refund. I asked for a copy of this but was told that they cannot share it with me due to GDPR. I have started a claim with the bank and have told Look Fantastic I have done this. They said they will share the footage with them. I was also told by their investigations team that if I do not return the perfume (which I do not have) I will be charged again... can they do this? Please advise on my next steps as I am £132 out of pocket. 

Voyager2002

How did your husband pay?

Is 'Look Fantastic' a British company?

MyRealNameToo

Voyager2002 said:

How did your husband pay?

Is 'Look Fantastic' a British company?

Yes, it's a trading style of THG Beauty Limited thats UK domiciled with a £0.75bn turnover. THG PLC is the parent company with almost £2bn turnover. 

Not a small company and likely to be well invested in systems to prevent employee theft etc. 

Alderbank

The entity dealing with Look Fantastic seems to have morphed from your husband in early July to you yourself.

The sales contract is with your husband. My advice is for you to take a step back and let your husband resolve the issue with the perfume company and his card issuer.

TELLIT01

MyRealNameToo said:

Voyager2002 said:

How did your husband pay?

Is 'Look Fantastic' a British company?

Yes, it's a trading style of THG Beauty Limited thats UK domiciled with a £0.75bn turnover. THG PLC is the parent company with almost £2bn turnover. 

Not a small company and likely to be well invested in systems to prevent employee theft etc. 

The processes in place to prevent employee theft may be robust, but there has been plenty of evidence of items being stolen/switched in transit.  It's up to the vendor to prove that the correct items have been delivered isn't it?

Elmoputneycat

He paid via Apple Pay, linked to his credit card. 

I’ve taken on sorting it as he’s far too busy with work to do this. 

I could still do with advice on what to do next please. 

Voyager2002

Elmoputneycat said:

He paid via Apple Pay, linked to his credit card. 

I’ve taken on sorting it as he’s far too busy with work to do this. 

I could still do with advice on what to do next please. 

His credit card, so he will have to deal with it. 

Elmoputneycat

That’s fine but what should he do? We’ve already contacted barclaycard. What else can I tell HIM to do? Thanks

MyRealNameToo

TELLIT01 said:

MyRealNameToo said:

Voyager2002 said:

How did your husband pay?

Is 'Look Fantastic' a British company?

Yes, it's a trading style of THG Beauty Limited thats UK domiciled with a £0.75bn turnover. THG PLC is the parent company with almost £2bn turnover. 

Not a small company and likely to be well invested in systems to prevent employee theft etc. 

The processes in place to prevent employee theft may be robust, but there has been plenty of evidence of items being stolen/switched in transit.  It's up to the vendor to prove that the correct items have been delivered isn't it?

Has there been plenty of evidence? There have certainly been those that have accused couriers of doing so but thats accusations not evidence.

Not saying no courier has ever had sticky fingers but going to the effort of carefully opening packaging, which could contain something good or it could contain mouthwash, finding some other brand new items that fit in the small box perfume typically comes in and reseal the package such that no one will be able to spot its been opened seems a hell of a lot of effort -v- simply marking it as "left in safe place" and it mysteriously not being there when the customer looks. 


The bit that is missing from the last sentence is the yard stick that the "proof" will be measured against. Civil law is typically measured "on the balance of probabilities", it will be for a judge to decide what has happened when video evidence (presumably) shows the correct item going into a correctly addressed package and the OP states in a court of law that there was no evidence of tampering 

born_again

Elmoputneycat said:

That’s fine but what should he do? We’ve already contacted barclaycard. What else can I tell HIM to do? Thanks

Barlaycard should have told him what is required for a chargeback.

In effect you need proof that the items have been delivered to them.

So it would be proof of what was ordered, proof of what was supplied (photo's or invoice with wrong items on) Then proof of items delivered back.
Then wait & see if they contest the chargeback.

the_lunatic_is_in_my_head

MyRealNameToo said:

Voyager2002 said:

How did your husband pay?

Is 'Look Fantastic' a British company?

Yes, it's a trading style of THG Beauty Limited thats UK domiciled with a £0.75bn turnover. THG PLC is the parent company with almost £2bn turnover. 

Not a small company and likely to be well invested in systems to prevent employee theft etc. 

The Hut are indeed massive but they've not been one famed for customer service, I'm sure we'd all imagine billion pound companies to have glittering hi-tech warehouses where nothing goes wrong but look at some of the footage captured (by Dispatches I think?) of the inside of Evri!

If OP had said they'd filmed the opening of the package 20 posters would line up to tell them it doesn't prove anything, not sure how the packing footage from the company would if such wouldn't.

Also wondering why the company can't share the footage with OP due to GPRD but can with the bank, do banks have special allowances under GPRD?