Ting W.

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.