How they ensured I will never buy from them again.

 {--Bondara--} I purchased a loveline doll from them a few days before Xmas. It was on a half price offer at £39.99, I payed £4.90 for next day delivery. The parcel arrived on time so all good on that front. When I opened the box (which didn't feel as heavy as I expected) I discovered there was no doll but a four foot ish double ended rubber dildo. Yes I was a bit gutted but hey, mistakes happen and I was certain the mess up would be corrected properly and quickly...... I emailed them upon my discovery and as there was still two working days til Xmas I expected to hear back from them on one of those days. I didn't. Ok it is a busy time of year. I emailed them on the Wednesday after Xmas. Now Jan 3rd and come 5pm still no contact so I send another email. 24 hours later I receive a reply :-)  I am sincerely apologised to and asked to post back 1st or 2nd class recorded, postage refundable (and I should think so too!) and they would post the correct item immediately upon its arrival. I went and posted there and then and was told by the P.O I had to send 1st class recorded as it was too heavy for 2nd class, I payed £5.67 and sent Bondara the details. Jan 7th, lunchtime, I have not heard from them, I send an email. I receive a reply Monday afternoon saying they have the package and did I want the doll or a refund? Erm pardon? I thought we had already agreed I wanted the doll. Again I told them I'd have the doll. Tuesday afternoon and another email, "Dear customer, the product you wanted is no longer on offer so an additional £39.99 would be required before it would be sent to me!!! I could hardly believe what they were telling me. Totally fed up with them now so I tell them to refund me. Yesterday, the 12th I have a paypal notification of my refund and surprise surprise the refund is only for the price of the doll, £39.99. I am now irate, £4.90 n.d delivery, they send the wrong item, I pay £5.67 to send it back the way they asked me to. So they have charged me £10.57 for their OWN mistake. In my books that's tantamount to theft. Obviously I told them what I think of them.... I find it incredible the company would willingly upset and lose a customer for the sake of £10.57 :-0. I'll try a paypal dispute anyway, oh well...

That's a real shame.. I know for a fact Lovehoney would not respond this way. That's why they have live chat and a phone number for instant communication. The worst thing that has happened to me with Lovehoney was when a product was not in stock or damaged and could only be refunded as there was none left (due to sale and high demands). When any problem arises Lovehoney apologise sincerely and try to offer a good solution. Also, their return policy is amazing. Free returns or exchanges for a whole year.

I hope you'll find something nice on offer with Lovehoney. I recommend their wonderful services wholeheartedly.

 Thats disguisting!

Why did the post office say it couldn't be sent 2nd class? Too heavy for 2nd class is a stupid reason, spesh when first class only cost £5-odd... hmm

Stupid lot. None of that rubbish here at Lovehoney. :-D

Clearly rubbish at running a buisness, they prob couldn't work stacking shelves without upsetting customers.

Sorry, I'm in a bit of a bad mood myself.

I remember trying to E-mail Ann Summers for a complaint about something, can't remember what now, and I re wrote it several times in the email box but each time I tried to send it, it kept telling me there was 'illegal content' or content that was offensive or something like that. There were no bad words in there at all, yet I could not send this mail at all. Tried again through their customer service page a couple of days later and still had the same problem. Offensive content! The word sex toy or vibrator isn't allowed on ann summers website?! Or perhaps the Illegal content was the fact that I was making a complaint against them.

Gah!

Gonna go and cool down.

 Hi Nymeria,

I have ordered one or two items from Lovehoney and have had no problems at all. I guess when a problem does occur thats when the customer discovers how professional the company really is. I'm sure Lovehoney are a quality company to deal with. And free returns and exchanges for a year!!! WoW, that's what I call truly top notch customer service! Other businesses, you should all take note..

 Hello Avrielle,

Yes it is disgusting, I am staggered by the incredibly poor way they dealt with it. And stole £10.57 off me into the bargain. They make mistakes, make their customers pay for their mistakes and give them nothing!! A bizarre way to run a business.... I was puzzled by the P.O too. To heavy for 2nd class recorded, huh? N.D delivery £4.90, 1st class recorded £5.67? Don't make much sense to me. Anne Summers, sex toy/ vibrator too rude for their site! hehe it just gets better, what are these people on?                                                                                                      I think a cold beer to help cool down :-)

i bought a product from bondara and was not that impressed with the toy i wrote what i thought was a constructive review off how poor it was but surprise surprise it was not used, having looked at bondara reviews they mostly seem to be possitive reviews.

I LIKE TO PRAISE LOVE HONEY FOR PUBLISHING HONEST REVIEWS GOOD OR BAD

I have read also that Lovehoney actually look through the reviews before they publish and get in contact with the buyers if the product is faulty. I mean what other company goes out of their way for customer satisfaction like that?

Also, badly reviewed items are looked over and reviewed whether they should be discontinued etc. Lovehoney are really all about the customers and appear to actually care. You really don't see that a lot out there especially an online company. =]

Keep on at them Doll and get your money back...  Compose a polite email explaining the case exactly as you have here and send it.  If you've had nothing back after a week re-send it with a 'reminder' note at the top.  then re-send this every couple of days, changing the note each time, until someone gets pissed off with it and does something.  Stay polite, but be insistent.

Failing that (and getting a bit underhand now...), maybe someone at LH (being in the same line of business) may have the email address of the MD, and might possibly consider passing it on to you... accidentaly!  Purely so you can 'escalate' the matter of course ...

Doll email them quoting the Distance Selling Regulations - they have to refund on a product not as described, which this clearly is and it has to be the full amount you paid. Not refunding the postage or charging a restocking fee is illeagal.

You could also let slip that you are part of a reviewing community online and would be quite happy to discuss their level of customer care with like minded shoppers.

xGGx

oh well you should of bought from lovehoney there probally wouldn't have been a problem and you would of enjoyed xmas

 I have always thought that there are an 'awful lot' of five star reviews for products on the site 

This sounds like a common SCAM called bait and switch:

http://en.wikipedia.org/wiki/Bait-and-switch

I would definitely challenge them on the p&p refund - I can't remember what exactly you're entitled to (I know in some cases you get one lot of p&p but not both) but have a look at www.moneysavingexpert.com to see if you can work out what your rights are, then contact them about it.

I certainly wouldn't let them get away with it!

Goog luck,

Adx

Hi again all,

Thanks for the advice and commiserations :-) . Very appreciated. Well I did email them (politely) again and suggested I may open a paypal dispute, a couple of days later I received a reply of apology expressing an oversight in the account department and that I should have my postage refund asap. I was surprised! A few days pass and I hadn't heard anymore from them, as I was expecting, but a few more days later I discover the refund for full postage, both ways, was indeed refunded. Well I was almost shocked!  . Too little too late for me to remain a customer though. It's ok Lick, I had a very good Xmas with my ex! my Daughter and G'Daughter which was always the plan. I also have a 'playtime friend' for those cold lonely evenings as well now..... Hehe . Thanks very much for all the input everyone. Best wishes and fun.

DollPoet

nice one mate glad you got your money back

and you had a good xmas too

Cheers matey 

Glad it was all resolved. As so many others have said, you never get these sort of problems with Lovehoney! And in return, they get loyal customers. It's a win-win situation!

glad you won your battle and they lost your custom....

Glad lovehoney are so much better than that.

 Glad it all worked out...

 Hello KittyKat and Smirnoff, Hi Sanda

Yeah, I beat 'em!  hehe

DollPoet