alison p.

Same complaint as most on this site. This Company has an American front but is operating from China! I didn't read the small print or hear the alarm bells... The sizing only right if you are Chinese and NOT of Western Stock! Way off and then difficult to return for a maximum of 60% refund. On my £160 purchase the robbers will keep over £60 for handling when I'm only returning the goods as they DONT FIT as their sizing is wrong! Disgusting Crooks! Do NOT BUY FROM THIS SITE OR ANY SITE THAT LOOKS LIKE THIS. I will of course be looking at any other means to recoup my money but helping others not get stung the same way is just a start.

The letter i sent to the Manufacturers of the goods that i ordered with whom i have no issue but thought it pertinent to warn them of who they are dealing with.

I did an online search to find my favourite De Stress Muscle Oil on special offer at Look Fantastic and decided to order 4 Bottles and a number of other products spending £231.00!

After about 10 days, I received the first part of my order which was everything except the De Stress Muscle Oils, but I also received 2 x Miniature 3 ml Sample Boxes of about 10 Oils. I telephoned the company to enquire as to why my order was missing the 4 x Muscle Oils and was talked through their online tracker which showed my online order as 4 bottles still to follow. At that time I enquired as to what the miniature oils were and was told they were free gifts and thus started using 1 pack straight away and sent the other to Greece for my cousin.

Trusting that my oils were to follow I waited another two weeks (as it states on the website to wait after dispatch) In the meantime I received another two miniature bottles and at this point assumed they were two further free gifts to go with my outstanding order of 4 Muscle Oils. I wrapped them up and gave them away for Christmas gifts also! Still having not received my oils and them now showing as completed I phoned and spoke to Customer Services to be told he would investigate it.

During that conversation with him I noticed that the wording on the product description says it is miniature and I pointed out to him that this could be the problem? At this point I hadnt made the connection with the free gift until I received the letter a couple of days later but equally he didnt say "hang on the miniatures youve received we may want them back or they may not be free gifts" but in either case it was already too late.

I then received the attached email asking for the size of the bottles received. I called again and told another colleague the size was 3ml as I was unable to speak with Thomas as he was on another call. I trusted that Thomas was looking into this and only yesterday 13th December did I think to chase up whats happening as they hadnt even had the courtesy to inform me of their decision. My phone call led me to be told that unless I returned the miniatures they would not forward the products that I had ordered, paid for but not received. I informed them that I couldnt return the free gifts as I had already been using one box since id now been waiting over 4 weeks for my oils and the other boxes have been wrapped and given as Christmas presents that would be extremely embarrassing for me to now ask for back. I was informed that unless I returned the miniature bottles they would not be sending the oils that I had ordered and paid for. This decision was subsequently reiterated by the Manager, a Nicky Porter who claimed that she was the overall Manager. I informed her that I would not let this rest but she just reiterated her decision.

I am extremely upset about this and unless I am mistaken believe that this is actually illegal as they have not fulfilled their contract with me for which I have paid for and I will be contacting Trading Standards to confirm my rights on this and will be in contact with my credit card provider to see how I can redeem my money. In addition I shall be actively seeking out any website where I can leave a review to warn people not to deal with this company. Believe me, if I could give the miniatures back irrespective of their obvious belief that I am liar, I would. I suggested that the Manager listen to the recording of that first conversation where I was told that they must be a free gift to be told that conveniently they dont record all conversations despite the warning when you ring. I find this company to be extremely unprofessional and especially with how they have dealt with my problem and felt it only fair to inform you of my experience as they are representing your company by selling your products.

I would very much appreciate being informed of your findings with your intended investigation into this and I strongly feel that you may need to reconsider your business dealings with a company who can treat their customers in such a way. I am confident that you would not have treated me in such a manor. Incidentally, I have found two review websites you may find interesting to hear I dont seem to be alone in not being happy with their service the trustpilot review has gone down a point since last night!

Ill keep you informed of my progress!

Ps. I agree they don't deserve any stars!