F T.

Mount Lai's customer service is abysmal. I received the wrong item- no big deal- so I reached out to them right away and got no response for a week. I reach out again twice at which point they tell me to return the wrong item they sent (no word on if I'd ever receive the item I actually ordered). Again no response. I decided to re-order the item I ordered in the first place since it had been over a week with no response and I didn't want to keep waiting. They eventually got back to me and told me that as soon as they confirmed the wrong item they sent me was on the way back they would refund me. Of course they did not. I emailed again- and again no response for over a week. The return arrived to them- I email once again about my refund... low and behold they finally email me back telling me I'll get refunded when it's delivered to them (which at the time of their email it had already been delivered!). At this point I'm upset- they've been holding my money hostage for three weeks when It was their mistake in the first place and I tried to reach out to customer service multiple times. Still no refund. They have their item back AND my money :) just lovely. And they have the audacity to blame their bad customer service on the pandemic like that has anything to do with it- how did covid make you ship the wrong item and then make you not refund me? Let me remind you they shipped me the wrong item in the first place and I shipped it back as soon as they asked me to. What a joke. If you reallllly need this specific brand for whatever reason I'd suggest you order from Sephora- since this company's customer service is essentially non-existent. Just BTW there are a ton of better brands... try SKIN GYM they are great and actually care about their customers :)