Shark Beauty issues

cazzzie987

So I ordered an item from Shark's Tiktok shop, apparantly items come from the same warehouse as the website as they are the same company as Shark Beauty. Item became faulty after the 30 day period, they ignored my requests for a refund siting 30 days max, even though I argued it was faulty (Battery would not last the whole process). Tiktok themselves completely useless, got a bot or a real person who would say they would do an investigation and never get back to me.

I rang them up explaining everything and they exchanged the item, however the same fault occured again. I called them again and they said I could have another replacement or refund, I chose refund. They paid for the courier and sent me the returns label. They received the item nearly 5 weeks ago, since then they have ignored emails, phone calls go unresolved and when I posted on their social media complaining they messaged me and said the refund had been processed 2 weeks ago and told me the card number, which is a lie as no refund has been received to my CC. When I responded back to them about this, they said contact Tiktok. So constantly going around in circles.

I raised a dispute on my CC and they argued it saying the 30 days have passed, I have said it doesn't apply as it is a faulty product with a 12 month warranty and they accepted the return/paid for the courier.

I just want to warn others about buying from Shark or Tiktok as both have been completely useless and do not care whatsoever. I am waiting for Mastercard's decision now and there is nothing I can do, but I will complain if they refuse and provide this new evidence that says they did refund (even though they haven't!).

Aylesbury_Duck

Buying anything from or through Tiktok should ring alarm bells. You said yourself, "apparently" they're the same company. I assume it was significantly cheaper to buy through Tiktok than it was to buy from Shark themselves? If so, you're finding out why. Expecting Tiktok to have a customer service facility is stretching it.

I've bought three Shark products, two directly from them, the third through Amazon. No problems with any of them.

cazzzie987

https://forums.moneysavingexpert.com/discussion/comment/81998413#Comment_81998413

They told me on the phone (Shark Beauty) that their Tiktok shop is the same company, they admit this! As stated it was through their Tiktok Shop, not a random account and they also admit this.

Very lucky of you, however I have this issue and their customer service is appalling.

Alderbank

Is this the site you bought from?

https://www.tiktok.com/@sharkbeauty?lang=en

born_again

https://forums.moneysavingexpert.com/discussion/6668297/shark-beauty-issues

I raised a dispute on my CC and they argued it saying the 30 days have passed, I have said it doesn't apply as it is a faulty product with a 12 month warranty and they accepted the return/paid for the courier.

How much was the item?

For faulty it has to be faulty when arrived & not devolped

Chargebacks are seperate rules & have nothing to do with consumer rights or retailers warranty.

If they said they refunded ask then to email you the date, amount & last four of your card, & you then have a chargeback for non receipt of refund 👍

cazzzie987

https://forums.moneysavingexpert.com/discussion/comment/81998846#Comment_81998846

They offered a refund or an exchange based on the second faulty item, and they arranged the courier for that return on that basis the chargeback was accepted. They have also said they have refunded, however they have not (I have proof), it's just the terrible communication from them that has totally put me off the brand and all the hassle that annoys me.

cazzzie987

https://forums.moneysavingexpert.com/discussion/comment/81998846#Comment_81998846

I raised the chargeback as stated that the item has been returned and not refunded providing all the evidence, they are saying they refunded weeks ago, which is obviously a lie as nothing has gone back.

The item was over £200.

born_again

If your CC has done a chargeback, then you will have a refund from them.

cazzzie987

https://forums.moneysavingexpert.com/discussion/comment/81998881#Comment_81998881

Only temporary isn't it until it's resolved which takes up to 60 days, not sure what happens.

Still after lots of phone calls and emails, filing the chargeback it would have been a hell of a lot better service to just be refunded for the return in the first instance.

sheramber

https://forums.moneysavingexpert.com/discussion/comment/81998875#Comment_81998875

It could sitting in a suspense account between the two banks.

cazzzie987

https://forums.moneysavingexpert.com/discussion/comment/81999521#Comment_81999521

Not very likely, If I have a refund it goes in within 48 hours and never had an issue. The likelihood is they have lied.