Kay F.

This is only my second order with JML (no. JML*******) and the first one went without a hitch. Unfortunately, JML don't seem to handle returns, for whatever reason, well and I have experienced this to a small extent with my second order.
I ordered 3 x Schwarzkopf Professional OSIS+ Freeze Strong Hold Pump Hairspray 500ml, as described on JustMyLook's website, on Weds. 1. 1. 20, but when they (swiftly) arrived on Mon. 6. 1. 20 the hairsprays were AEROSOL, not PUMP. There was a problem with returning them because, whilst JML could supply me with a Royal Mail free returns label, RM won't accept more than 2 x 500ml aerosols in one parcel. I phoned JML (on ******* *******) and spoke to Charlie who told me I'd need to return them via Hermes, but I'd have to pay for the return myself and provide JML with a receipt for this postage to reclaim it. I wasn't happy with this approach, but I seemed to have no choice. However, on working through getting a quote from the Hermes website, I discovered that Hermes' Ts&Cs say they won't allow any liquids into their courier system and will destroy them if they find them (which is weird because Hermes delivered them to me!). I emailed Charlie to advise him of this and he sent me an email to print TWO Royal Mail labels to return the hairsprays as two separate parcels (this solution had also occurred to me before emailing him). The parcels were delivered back to JML by Royal Mail on Weds. 15. 1. 20 and I've received an email today, Weds. 22. 1. 20, to say my refund has been processed - JML quote 5-14 days for a refund to be processed, so this is within their stated timescale. I await my refund's arrival back on my credit card account, but I have no reason to believe it won't (I'll update this review if it doesn't).
There was a bit more to'ing and fro'ing than I have described, but the two customer service rep's I spoke to at JML (Charlie and Rachel) were polite and fairly helpful and I have no real complaints there. The reason I have deducted two stars is because (a) due to the product mis-description I wasted my time ordering this product from JML in the first place, (b) the product mis-description has been there since at least October 2019 (judging by another review left on their website) and it STILL hasn't been amended, and (c) JML don't give their phone number on their website, which is inexcusable and frustrates customers who want to resolve their problems quickly.
In conclusion, JML's prices are competitive and delivery is swift, but they could deal with returns a LOT better than they do. For anyone else who needs it, JML's phone number is: ******* ******* - my calls were always answered courteously (eventually) during their business hours.