frustrated s.

Recently I've purchased quite a bit on their website during the black friday sales. They had a 40% storewide sale although the discount did not apply to ALL of their items. I was expecting that my order would arrive within 3-4 days as per usual (cos i've shopped with them before, and their shipping was fast to both Malaysia and Australia), but this time my order arrived after a week although I understood that they had a major sale and they must have had thousands of shipment, etc etc.

My order arrived on a Monday to my PO box and I picked it up on the next evening. BUT Luxola emailed me the next morning saying that some items that I've purchased is OUT OF STOCK. Yes, the items that I've paid for approx 12 days before my order arrived were out of stock and they 'will' refund my order. To top it off, they sent me an incorrect item which I paid a goddamn a lot of money for and I could not send it back because a return slip was not provided.

9 days on, enquiry after enquiry, no solution has been provided and zero amount of money has been refunded. Their customer service is $#*!ty and emails are only being replied after 2 days. I think their service is going downhill since Sephora took over the company recently.