Christmas gift had item missing. Company no help.

meerustar

Hi all,

My son purchased a perfume gift set from justmylook.com costing £92.99 for me for Christmas. It should have included

• eau de parfum 100 ml
• eau de parfum travel spray 10 ml
• eau de parfum mini 5 ml

When I opened the box on Christmas morning, the 100ml bottle was missing from the box. My son had wrapped it in the bubble wrap it came in to keep me off the scent (pun intended) so had not unwrapped it from delivery to giving it to me.

He emailed them between Xmas and New Year and got a generic response asking for order numbers etc (which he had already sent) and then told they would look into it. They then got back to him asking for photos of how the order was received, which he sent. They then replied and basically said all goods are checked before being sent and there is nothing they can do!

He responded to the unsatisfactory response and stated that clearly the item was not in the box when posted. Not even the postman could have opened the parcel, then neatly opened the bubble wrap, taken the item and then put it all back together. It was obviously an error at their end. Stated that he would like a full refund and we will return what we got, or they can send the missing bottle of perfume. They pretty much replied saying the same thing .. orders checked before posting etc etc.

We can only communicate via email as there is no phone number or address to get in touch,

So he sent this email …

20th January 2026
LETTER BEFORE ACTION

I am writing regarding Order #####, placed on 14 December 2025, for a Gucci Flora Gardenia Eau de Parfum gift set, purchased for £92.99.

The item was delivered without the 100ml perfume bottle included, rendering the gift set incomplete. I have already provided photographic evidence and notified you of this issue. Despite this, you have stated that you are unable or unwilling to take any further action.

This constitutes a breach of contract under the Consumer Rights Act 2015, which requires that goods supplied by a retailer must be as described, complete, and of satisfactory quality. An incomplete gift set does not meet these statutory requirements. Liability rests with you as the retailer.

I am therefore giving you formal notice that unless this matter is resolved within 14 days of the date of this email, I will issue proceedings against you without further notice.

To avoid legal action, you must provide one of the following remedies within 14 days:

A replacement bottle of the missing perfume, supplied at no additional cost, or

A full refund of £92.99

If court action becomes necessary, I will seek to recover the full purchase price, court fees, interest, and any other costs the court deems appropriate.

I strongly recommend that you treat this matter with urgency.

They replied with this …

Thank you for your email.

Apologies, as previously advised, as we can confirm that we carry out all the relevant checks before dispatch and can confirm all orders are dispatched in full, we would be unable to further assist.
Apologies again for the inconvenience.
Kind regards,Rosei

Justmylook Customer Services

Opening Hours: Monday - Friday 8.30am - 5.00pm

So, I'm just wondering if we have done this right and where we would go from here. Looking on this site and others, it says to begin a money claim, which we don't mind doing, but just wondered if we have to wait the initial 14 days from when this email was sent, or we can do it now as they have replied.

Sorry for the ramble, but just wanted to try and get all details in one post.

Thanks

the_lunatic_is_in_my_head

Right to reject exists:

https://www.legislation.gov.uk/ukpga/2015/15/section/25

If company won’t assist the letter needs to be sent in the post and then you need to follow up with small claims if still no joy.

Which company is this OP?

Their terms don’t appear to say you must return, rather they will pay the cost, so make the goods available for their collection and note you are exercising the final right to reject.

When I say you I mean your son 🙂

MyRealNameToo

Do you have the original packaging? Does the postage show the weight of the package? How does this compare to the weight of the set and packaging now? This can be a way to show the parcel was too light when sent so clearly never contained the goods, if the declared weight is much more then it leaves questions.

Ultimately you have threatened to go to court and they've said see you there. Time to follow through with the threat unless you have any other evidence to support your case. Note you need to check in their terms to correctly name them as the defendant as their web address is very different to their company name.

visidigi

Others will give you the official line on next steps (as they are move versed than I) but I wanted to just add I placed an order with justmylook before Christmas. 95% of the replies you get are the automated bot and when they do put you in touch with a 'human' the support process was awful, they don't understand rights, and take ages to reply.

I gave up trying to get them to see sense and just added them to mine, and eyeryone else who will choose to listen, never shop there again list.

Aylesbury_Duck

Having threatened court you need to see it through, because they appear happy for it to go to court. They may back down before it actually gets to court, of course.

While reasonable to ask for the missing item, asking for a full refund is overdoing it unless you are happy to make the rest of the set available, unused, to return to them.

meerustar

Thanks guys

I'm going to go down the court route tomorrow. I have the official company address etc and will see where we go from there.

the_lunatic_is_in_my_head

https://forums.moneysavingexpert.com/discussion/comment/81857004#Comment_81857004

Be sure to send the letter before action in the post before filing through the court process as failure to do so may affect the awarding of costs OP.

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/comment/81857181#Comment_81857181

First post contains the content of the letter before action and the retailers response. No requirement for it to be sent by snail mail and given they have a reply they can evidence it was received and read.

the_lunatic_is_in_my_head

https://forums.moneysavingexpert.com/discussion/comment/81857747#Comment_81857747

Does sending an email to customer services really count?

Besides I'm assuming OP would like the path of least resistance and sending the letter has a chance of it being put in front of someone with decision making ability who will be far more likely to deal with the matter saving OP the trouble of actually filing anything.

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/comment/81857779#Comment_81857779

You're sending a formal communication via the publicly available mechanism of communication with the firm. In some companies I've worked in all customer letters go to customer service unless personally addressed to someone outside of Cust Service so a physical letter LBA would end in the hands of exactly the same people as an email.

Ultimately I served my LBA to the equivalent cust service team and the CEO, only the customer service team responded and no issues were raised with the process by their external legal team appointed after they received the claim form.