1. Damaged parcel/item No response to damaged items arrived. How’s that acceptable to send order in paper envelope not even small box. This is personal use item. And i need to present it to someone, how’s that possible to treat customers like low life animals and brush it off saying it’s ok. I don’t know if it was opened before. Given that there was also issue with delivery on top of that and I’ve got case number to prove that. 2. Bonus I ordered and membership was deducted. How is that not paid member!?! Membership fee was taken straight away. But bonus was from previous purchase. It states bonus is deducted at point of order. That was my order. I have that bonus from previous order. I’ve read this carefully before ordering. I contacted customer service as well. Bonus of £5 was showing before I submitted order. That’s misrepresented. Because first I was informed it’s not applicable because of 7 days trial. At the same time customer service stating I’m not eligible to 7 days trial and I’m full member. So which one is it then!?! Either I’m full member, then bonus should have been applied - refund that to me. Or I’m eligible to 7 days trial, then refund my membership fee. Which you’re to do according to your own conditions written on website. 3. Membership First I’ve been told there’s free 7 days membership only then £8.99 is deducted. It doesn’t mention anywhere it’s for new customers only, if that’s the case? It’s not stated anywhere in terms & conditions- I want membership fee refunded. I’ve reported this matter to complaints Resolver https://www.resolver.co.uk/companies/luxplus-co-uk-complaints company-rating.png Luxplus.co.uk is rated "Average" with 2.9 / 5 on Trustpilot uk.trustpilot.com Luxplus Reviews & Feedback From Real Members topcashback.co.uk apple-touch-icon.png as you pick & choose which of my query to reply to. My questions were not answered and I’m given conflicting information. My parcel was delivered in unacceptable condition. Membership was deducted unlawfully. And bonus was not applied at order. And I submitted negative review on following: luxplus.png Luxplus Reviews - Read 148 Genuine Customer Reviews | reviews.io Not that your company cares given by your brush off customers replies to reviews and unhappy customers - I’ve read same bad service as other customers are experiencing regarding membership fee and damaged parcels, and customer service taking time to reply. You cause more aggravating experience to customers and do not exercise customer rights. I’ve never experienced this attitude. Especially state of damaged parcel was shocking to me. And you just state it’s acceptable. It’s not cheap cosmetics item. It’s high end product. And to send it like that to customer is shameful. What’s more shameful is to say it’s ok after I brought it to your attention. It is NOT ok and acceptable. It’s skin care products. They’re to be delivered intact and hygienically. And I paid for it. I’ve right to receive pristine service and item. And be respected and get positive experience.