It's nightmare and frustrated to get the purchase experience with Mankind.co.uk. I made an order on 31/01/19 and receive email on 4Feb that the goods was dispatched and estimated to be delivered on 22-25 Feb. That's fine as I know I will be in town. However, I was out town when I receive the delivery email and when I back to town on 13 Feb, the courier said the goods was trying to send to me in between 9-12 Feb and on 13 Feb the parcel was return to Mankind as failed to contact me. I contacted and requested to have the goods resend to me instead of refund that moment to the Mankind CS. Used the message function on their web on and off over a month long since 13Feb and they keep saying the parcel is on the way back to their warehouse and they can do nothing at that moment. 1 month passed, there is still no updates from them and I then turn to get a refund and make the refund request on 7 Mar and received the email for refund amount just £31.5 and the total cost of the order is £126 and reminded that I have nothing received. Another messages log to the live chat and the messages box. Firstly talk about the message box, the CS said will check and reply to me in 48hours in standard wording and of course no updates till now. Now, talk about the live chat which I tried 3 times. The CS One of them called "Joe"close my chat session without my confirmation by ending it with a copy and paste of standard replied as below "This does not appear to match the address that we have on system for you fully. I'm sorry, due to this I am unable to discuss this order will you and will need to close this chat. This is down to the data protection law that is currently in place. But don't worry, we can still help you with this if you send us a message in through your online account with us we will be back in touch with you via email to answer any questions you may have.
I'm sorry that I could not be of further assistance to you today and hope this gets resolved for you! Have a wonderful day". I would like to say that the billing address I provided is my current address I have and is being used for last few orders on Mankind.co.uk. I don't really understand why the "not match" means. I just want to get my money back and end this nightmare with Mankind.co.uk. It's not the first time shopping with those under The Hut Group, but this is the most terrible and I am really want to end this up ASAP.
Write here as I am really frustrated and don't know what more can do. If you guys know more ways, please tell me how to end this up

ONLY IF THERE WERE 0 STAR... WORST EXPERIENCE EVER!

I don't usually leave reviews, but i created an account on Trustpilot just to leave this one.

I made an order with some cleansing products from Aesop. When the parcel arrived, as I try to unpack the package, i've got shampoo all over my hand I knew there must be something leaking, so I had to take each one out one by one to examine. In the end there were 4 products leaking, 2 because of the cap was loosely screwed, 1 cap broken and 1 cap fell off. The leaking liquid was all over other products damaging the packing, especially with one gift package, which is now in ungiftable condition.

Then I reached out to their customer service online and explained the situation. Then comes the HORROR.
1. They asked me to upload all photos of the damaged products, I did
2. They come back asking me how much was leaked out, I was honest saying AT LEAST 1/3. (By the time I believe they are only talking about the 2 shampoos not the other two products)
3. Then they offered me a 1/3 refund of the damaged products since that was the amount that was leaked out?! (RIDICULOUS)
4. I explained, there were total 4 products that was damaged, even one with a broken cap that made the product unusable.
5. After few back and forth explaining that there were 4 products that was damaged etc. I asked them if there were any other solutions
6. They just replied 50% refund of the damaged products is the best they can do, basically say it in a TAKE IT OR LEAVE IT way

So I had to accept it, but then after a think it just sounds unreasonable to me so I reached out to them again via live chat, explaining everything all over again and upload images again. In the end, they basically just said, because you have already accepted it so there's nothing we can do, that was their only response. They have NO RESPECT for their customers.

All there messages looks like cookie cutter template which doesn't really address any of my concerns. These are hygiene products if they were damaged in the process I don't think that anyone would want to use them. And the service I received from the customer service was not useful nor respectful for me as a customer. This was not the first time I ordered from this company, but I can say this will be the last. I would never order from this company again.

STAY AWAY if you are not sure that you might have to return any product. I used the link via Google to open a page with the product I wanted. I didn't pay attention that this company is located in UK. All prices were in dollars (I'm in the US) and they offered free delivery within USA (that's why confusion happened). Unfortunately, I ordered an expensive hairdryer from Mankind website and product description didn't indicate anything about the type of plugin (IT SHOULD, since you sell it worldwide!). When I received my order I immediately contacted customer support and asked them if I can return it back. They were very nice and told me that I can, but they have to check if they can refund the postage cost. They asked me to provide package dimensions, weight and postage cost if I would use the cheapest way to ship the package with a tracking number. No problem. I totally get it.
I went to USPS and the quote that I got was $68.50 which is kinf of expensive. I contacted customer support center and asked them what we gonna decide with this problem. However, I received an answer that return was accepted and that I just need to package item securely and provide a proof of the postage once order is sent to request a refund of the postage cost. Ok I said. That's a great service! Nop...

2 weeks later I followed up with my refund. They said they didn't receive anything. Hmmm. Tracking number showed that the package was delivered to the receiver a week ago. I also double checked that the address was written correctly on the box that I sent and even made 2 duplicate labels just in case (looks like I felt some troubles in advance)! The receipt showed there is no errors in the address I provided to USPS. I was told that they can't refund anything if they didn't receive the item. I called USPS and opened a dispute (package was insured). However, 10 days later USPS refused to cover anything since they have a proof that package was delivered to receiver!

I contacted Mankind customer support again and asked them to initiate refund since it's not my fault if they lost the package in their warehouse. After long conversation (2 or 3 mails) they promised to refund it but I need to wait 7-15 days to see the money on my account. 15 days later I was already really mad and contacted them again. That time they told me that they are going to cover everything immediately. Two days later I finally saw the money they refunded. But wait... Why only for the item that I bought!? I have to contacted them again (2 months of conversation, many massages, already very annoying...) but they refused to cover the shipping cost and explained it like that "On this occasion, we are unable to refund the return costs for you. All electric items will be supplied with UK plug as this is a UK site".

Really? I said that it wasn't a deal that we discussed earlier and if I knew I would rather sell it on Ebay to at least save some money! I said that I'm going to open a dispute and tell people the true about their real customer services via Social Media. After that I received another massage that "from the speaking with the relevant department we would only cover 15% of the order cost for the return. This is due to us being a UK site and have a UK domain name". Guess what?

I have never received even 15% of the order cost to cover at least a portion of what I paid. And it was 15 days ago. Thank you for your service #ManNOTkind. This is not how you should treat your customers. And if you've failed to describe your electric products properly when you sell it worldwide, you can't put the responsibility on your customers. And even more - you can't tell a lie to your customers to make them pay expensive postage cost to get your product back and refuse to cover it after!