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  1. Returns - Lovehoney Instructions

    1471867624
    Weeradge [sign in to see picture]
    • Rank: Lieutenant
    • Posts: 38
    • Joined: 18 Jul 2012

    lmh95 wrote:

    I don't know how possible this would be to implement as a compromise but I'll suggest it anyway.


    For people who don't have access to a printer for whatever reason and are likely to need to make a return - maybe they've ordered two sizes of lingerie or are trying something out that they are unsure of- would it be possible to have an option at checkout available that said " would you like to receive a pre-printed free returns label with your order? Please note that there is a x amount handling charge for this additional service to cover the cost of providing it - paper, printing, time etc" and then if people were happy to pay the charge the label could be included in with their order? A bit like the gift wrapping service that some other companies provide. If you want it you pay for it - happy customer but if you don't want to pay then you don't use it but it is available for those people who wish to use it and are willing to pay for the privilege.

    Good idea ,apart from the handling charge . Why should people who have no access to a printer ,and who don't want to print their "Jumbo anal vibrator" returns label at their sister's place have to pay a charge ?
    This is a problem that Lovehoney has needlessly caused .
    Why not just admit it's a cost cutting excercise (and who would blame them ? ) instead of playing the "Green" card ?
    BTW , I have still not had an apology from them ,regarding the patronising e mail I got , so I won't be buying anything off them , which is a shame ,because ther'e something I'd quite lie on there .
    Good to now that in these times of recession , companies can afford to lose customers

    1471868131
    NatandTom [sign in to see picture]
    • Rank: Field Marshall
    • Posts: 6524
    • Joined: 6 Jun 2015

    Weeradge, I'm sure the person who emailed you did not mean to come across as patronising, is it possible there was a miscommunication or that English wasn't their first language? I've spoken to customer care teams (elsewhere) that were fluent in French/German and I thought they came across extremely blunt, but it's simply the way that they speak and not their intention whatsoever. I'm sure that person would be happy to apologise if they knew how you felt, but chances are they don't even know about it if they aren't on the forums

    1471868598
    Lovehoney - Leanne [sign in to see picture]
    • Rank: Field Marshall
    • Posts: 2294
    • Joined: 9 Oct 2014

    I am sorry to hear you feel this way. 

    We do have many reasons why we changed the way we worked with the labels. We have had minimal issues or compalints about this as we received such a small percentage back from all those labels we did send in the past. 

    One reason is to be greener, and I love this reason. This is why I personally answered with this. Another is we just simply did not have the return rate to justify sending a label to everyone. 

    Every business has a goal to save money and make money, at the end of the day we all want to be paid, I know I have bills to pay. I am sorry you feel we have not been transparent about this but we have to stress we really are doing it to be a greener company too. 

    Please feel free to email over the details of the email to me at community@lovehoney.co.uk, I can then look into this further if you wish. 

    Thank you for the feedback and raising this issues.

    1471868794
    Weeradge [sign in to see picture]
    • Rank: Lieutenant
    • Posts: 38
    • Joined: 18 Jul 2012

    I'm sure Englih was their 1st language (tho I stand to be corrected)
    Surely this forum has to be moderated ,if only to stp moany old so and so's like me from prattling on too much .
    It's a pain ,because until I get an apology ( which I know won't be sncere , but I'd still accept it ) I can't order anything from lovehoney .
    I recon I'm being more than reasonable I admit , I'm trying to give myself a way out , , I now they won't change their mind on the labels (can't risk upsetting the Green brigade ) .
    Once the apology comes ,I'll order again . I know I'm cutting off my nose to spite my face ,but I'm a man of princible , and I don't lie giving in

    1471868972
    Lovehoney - Leanne [sign in to see picture]
    • Rank: Field Marshall
    • Posts: 2294
    • Joined: 9 Oct 2014

    Weeradge wrote:

    Surely this forum has to be moderated ,if only to stp moany old so and so's like me from prattling on too much .

    Hi There 

    I am moderatoing and have replied , sorry if you missed this. The reply is above your latest post 

    Thanks 

    1471869037
    Sxleksaker [sign in to see picture]
    • Rank: Field Marshall
    • Posts: 3588
    • Joined: 29 Feb 2016

    I don't think any Lovehoney employee would sound patrionising on purpose, they have the best customer service I have ever seen and their employees always do their best to help. When writing in text, words can easily be misunderstood in a way that wasn't intendent and I think that might be the case with your e-mail.

    1471869159
    Weeradge [sign in to see picture]
    • Rank: Lieutenant
    • Posts: 38
    • Joined: 18 Jul 2012

    Lovehoney - Leanne wrote:

    I am sorry to hear you feel this way.

    We do have many reasons why we changed the way we worked with the labels. We have had minimal issues or compalints about this as we received such a small percentage back from all those labels we did send in the past.

    One reason is to be greener, and I love this reason. This is why I personally answered with this. Another is we just simply did not have the return rate to justify sending a label to everyone.

    Every business has a goal to save money and make money, at the end of the day we all want to be paid, I know I have bills to pay. I am sorry you feel we have not been transparent about this but we have to stress we really are doing it to be a greener company too.

    Please feel free to email over the details of the email to me at community@lovehoney.co.uk, I can then look into this further if you wish.

    Thank you for the feedback and raising this issues.

    I'm fine with cost cutting ,money saving etc . Lovehoney is a business, and it wants to make money . LH keeps people in work,and helps our exports . Good for them ,they have my full respect .
    I just hate the Green argument . Where are LH's products made ? I'd wager it's not in this country , so much for being "Green" .
    As for the unused labels ,(I rarely send stuff back) I put them in my compost heap , now that's being "Green" , without making a song and dance about it .
    BTW , Leanne Your comment sounded very much like an apology , was it ?
    If an apology canme , I would have probably thought what a nice person you were

    1471869283
    NatandTom [sign in to see picture]
    • Rank: Field Marshall
    • Posts: 6524
    • Joined: 6 Jun 2015

    The forum is moderated by Jess and Leanne, but they don't notice all posts straight away, sometimes a post needs to be reported to get their attention.

    I can understand having princibles, but I'm sure it can be cleared up easily with some communication. Looks like Leanne has stepped in to help, so I hope that you can get this resolved quickly.

    Have a nice day :)

    1471869398
    Lovehoney - Leanne [sign in to see picture]
    • Rank: Field Marshall
    • Posts: 2294
    • Joined: 9 Oct 2014

    Weeradge wrote:

    Lovehoney - Leanne wrote:

    I am sorry to hear you feel this way.

    We do have many reasons why we changed the way we worked with the labels. We have had minimal issues or compalints about this as we received such a small percentage back from all those labels we did send in the past.

    One reason is to be greener, and I love this reason. This is why I personally answered with this. Another is we just simply did not have the return rate to justify sending a label to everyone.

    Every business has a goal to save money and make money, at the end of the day we all want to be paid, I know I have bills to pay. I am sorry you feel we have not been transparent about this but we have to stress we really are doing it to be a greener company too.

    Please feel free to email over the details of the email to me at community@lovehoney.co.uk, I can then look into this further if you wish.

    Thank you for the feedback and raising this issues.

    I'm fine with cost cutting ,money saving etc . Lovehoney is a business, and it wants to make money . LH keeps people in work,and helps our exports . Good for them ,they have my full respect .
    I just hate the Green argument . Where are LH's products made ? I'd wager it's not in this country , so much for being "Green" .
    As for the unused labels ,(I rarely send stuff back) I put them in my compost heap , now that's being "Green" , without making a song and dance about it .
    BTW , Leanne Your comment sounded very much like an apology , was it ?
    If an apology canme , I would have probably thought what a nice person you were

    Please can you send me the details of the email that has you so upset so I can look into this further for you. 

    And I am sorry to hear you feel this way but please do send this over so we can look at this in more detail for you. 

    Many Thanks 

    1471869496
    Weeradge [sign in to see picture]
    • Rank: Lieutenant
    • Posts: 38
    • Joined: 18 Jul 2012

    Just "sorry" would have done , Leanne . Not sure if I still have the e mail

    1471869771
    B&LReading [sign in to see picture]
    • Rank: Colonel
    • Posts: 58
    • Joined: 7 Jul 2009

    I'm not going to be raging about it or stopping custom with Lovehoney but I do find the lack of a return label slightly annoying when I actually have to return something (very rare!)

    I wouldn't care if it was self adhesive or not since I have sellotape. The main issue similar to most is I do not have a printer at home (I would literally be buying it only for returning to LH lol!). For everyone saying use a friends or families I can honestly say that none of my friends or family also have a printer since it has no purpose in this paperless world - everything else is done electronically.

    I guess I could go the library and book time at a PC there, but it isn't really that secure or discreet is it in a room full of people on shared computers.

    Personally, I have had to sneakily print them off at work - luckily I have a laptop so I can prevent people seeing my screen!

    1471870131
    Weeradge [sign in to see picture]
    • Rank: Lieutenant
    • Posts: 38
    • Joined: 18 Jul 2012

    Lovehoney - Leanne wrote:

    Weeradge wrote:

    Lovehoney - Leanne wrote:

    I am sorry to hear you feel this way.

    We do have many reasons why we changed the way we worked with the labels. We have had minimal issues or compalints about this as we received such a small percentage back from all those labels we did send in the past.

    One reason is to be greener, and I love this reason. This is why I personally answered with this. Another is we just simply did not have the return rate to justify sending a label to everyone.

    Every business has a goal to save money and make money, at the end of the day we all want to be paid, I know I have bills to pay. I am sorry you feel we have not been transparent about this but we have to stress we really are doing it to be a greener company too.

    Please feel free to email over the details of the email to me at community@lovehoney.co.uk, I can then look into this further if you wish.

    Thank you for the feedback and raising this issues.

    I'm fine with cost cutting ,money saving etc . Lovehoney is a business, and it wants to make money . LH keeps people in work,and helps our exports . Good for them ,they have my full respect .
    I just hate the Green argument . Where are LH's products made ? I'd wager it's not in this country , so much for being "Green" .
    As for the unused labels ,(I rarely send stuff back) I put them in my compost heap , now that's being "Green" , without making a song and dance about it .
    BTW , Leanne Your comment sounded very much like an apology , was it ?
    If an apology canme , I would have probably thought what a nice person you were

    Please can you send me the details of the email that has you so upset so I can look into this further for you.

    And I am sorry to hear you feel this way but please do send this over so we can look at this in more detail for you.

    Many Thanks

    Looks like I deleted the email ,
    Just "sorry " would do , Didn't think it would be that difficult

    1471870501
    Lovehoney - Leanne [sign in to see picture]
    • Rank: Field Marshall
    • Posts: 2294
    • Joined: 9 Oct 2014

    Weeradge wrote:

    Lovehoney - Leanne wrote:

    Weeradge wrote:

    Lovehoney - Leanne wrote:

    I am sorry to hear you feel this way.

    We do have many reasons why we changed the way we worked with the labels. We have had minimal issues or compalints about this as we received such a small percentage back from all those labels we did send in the past.

    One reason is to be greener, and I love this reason. This is why I personally answered with this. Another is we just simply did not have the return rate to justify sending a label to everyone.

    Every business has a goal to save money and make money, at the end of the day we all want to be paid, I know I have bills to pay. I am sorry you feel we have not been transparent about this but we have to stress we really are doing it to be a greener company too.

    Please feel free to email over the details of the email to me at community@lovehoney.co.uk, I can then look into this further if you wish.

    Thank you for the feedback and raising this issues.

    I'm fine with cost cutting ,money saving etc . Lovehoney is a business, and it wants to make money . LH keeps people in work,and helps our exports . Good for them ,they have my full respect .
    I just hate the Green argument . Where are LH's products made ? I'd wager it's not in this country , so much for being "Green" .
    As for the unused labels ,(I rarely send stuff back) I put them in my compost heap , now that's being "Green" , without making a song and dance about it .
    BTW , Leanne Your comment sounded very much like an apology , was it ?
    If an apology canme , I would have probably thought what a nice person you were

    Please can you send me the details of the email that has you so upset so I can look into this further for you.

    And I am sorry to hear you feel this way but please do send this over so we can look at this in more detail for you.

    Many Thanks

    Looks like I deleted the email ,
    Just "sorry " would do , Didn't think it would be that difficult

    I am not sure what I am personally apoligising for.

    I have apolgised for the change and also for the way you feel about all of this. 

    I will take this up with customer care as this is where the email would probably have come from them that has you very upset. I am sure they will be in touch as soon as they can.

    I am not sure I can say anymore on the matter with out all the details of the issue in hand. 

    Thanks again for bringing these details to our attention, they have been raised.

    1471870610
    Weeradge [sign in to see picture]
    • Rank: Lieutenant
    • Posts: 38
    • Joined: 18 Jul 2012

    Just "sorrry for the patronising e mail" , (not you , personally I know , but someone from your company)
    Quite simple really , then all this would have been sorted ,and I'd be back ordering later

    1471870617
    Lovehoney - Leanne [sign in to see picture]
    • Rank: Field Marshall
    • Posts: 2294
    • Joined: 9 Oct 2014

    I will now close this thread as all feedback has been collated and passed on.

    Again I am sorry to all that have been unhappy with this change, we do not make changes lightly and take all aspects in consideration. 

    If you have any issues with printing a label please do let customer care know. 

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