Hi Amber,
We are very sorry the packaging of your item has reached you damaged. Our products leave our premises in good condition and we believe this has happened in transit. As stated in our order confirmation email, all single item orders are sent in a padded bag. If the item is a gift we do suggest requesting your item to be boxed.
Regards,
Logicalskincare Team
“They're really bad at communicating. They didn't tell us what day the parcel will arrive, and by chance we weren't at home so they just threw away the parcel. There was no card left, nor was it given to any neighbours. I just wasted £85!!!”
We are working hard to try to help our customer locate the missing parcel. While we understand the customer's frustration, all of the above is completely incorrect. It was Royal Mail that delivered the parcel but, unfortunately didn't leave a card for the customer. However, there are coordinates as the where the parcel has been left and enquiries to further neighbours will in all likely hood reveal where the parcel is. Nobody has "thrown away this parcel" and investigations are continuing. We would never ignore a customer under these circumstances but it's difficult when being accused of such things. We will continue to try to help resolve with while dealing with the business team at Royal Mail.
You only contacted us yesterday afternoon and we need time to investigate why you haven't received your order. Royal Mail don't deem a parcel as lost until it has been missing for 18 working days. On checking the status of your order, we can see that no attempted delivery has been made. If Royal Mail confirm they have lost your parcel, the cost of the order will be refunded to you.
“One of the cream was not fully filled, When i contacted them to let them know and find out about the return, I received the answered below. Very poor from a customer service perspective. Defenitely i wouldn't recommend to buy anything from them
Please rest assured that this product has, in no way been tampered with. We are one of very few online companies that have earned the status of "authorised retailer" on Dermalogica's website and would do absolutely nothing to jeopardise that position. Almost every product you buy from any company won't be filled to the absolute top (think cereal, crisps, toothpaste even). It's also not very nice to read that a customer (one of almost 12,000 registered customers not including several thousand guest shoppers) would suspect us of tampering with any product.
That said, if you wish to return the product you're free to do so, but we won't refund the cost of postage to you as the product is in the condition in was received by us. It can also take longer to get to us as we are working limited hours. Once the product is received by us, we would action a refund.
Having purchased from us several times now, we're really disappointed by your reaction, but can do no more to reassure you.
This is where on our site you would find out how to return a product.
https://www.logicalskincare.co.uk/content/returns-policy/”
This customer emailed us to tell us that this was the second time she has ordered this product from us and that the tube wasn't fully filled she also claimed that it was because it seemed it had been used before sending to her and that this was not acceptable! We were told in her email this was not acceptable that it had been used. The implication is clear that she believed we had used the product before sending to her, not once, but twice. with 4.9% positive reviews why would a company risk that positive return from customers ever do that? A very disappointing interaction.
This was an unfortunate, but rare error by Logicalskincare and we advised the customer quickly on how we could together rectify this. We're sorry this warranted a one star review.
Logicalskincare Team
“Poor customer service
Packaging very damaged due to pot packing in cheap thin padded envelope
Refused to refund or exchange
This was a gift and I couldn’t give it in its box due to damage
Will not use this company again”
Unfortunately, we have already responded to this customer's one star review. It is clearly stated in the delivery section of our website that single item products are sent in padded bags but that we do offer to box single item orders if requested. This request was not made. In these circumstances it isn't possible to to refund or exchange the product.
“Product arrived in a in a very cheap thin jiffy type envelope the box was battered and as this was a gift I was very disappointed
Customer services blamed postal service and told me it does say on the website single items are not boxed but sent in padded envelopes and I should have noticed that !!
I questioned the authenticity of the product as seal on top of box but not at bottom so could access the product anyway so why the security tag
Was told to ring Dermalogica as they would confirm it’s genuine
All I wanted was a product packaged correctly and sent to me in pristine condition
Will NEVER use this company again
BEWARE if buying gifts
as packaging will likely be battered”
We do state clearly on our website that single items bought are packaged in padded bags but, if requested, we are happy to box a single item. This request wasn't made. Our company was called into question when the customer claimed the product may not be genuine due to having only one seal. All Dermalogica boxes have a seal at only one end of the box. We did advise the customer if she wasn't happy about the product she could call Dermalogica to confirm the authenticity of the product and gave her the company's contact details. This didn't appear to be appreciated.
“Attitude of customer service bizarre tool resolving error in delivery extremely personally & not professionally. Feel I know intricate workings of the company pricing policies & trying to make me feel sorry for them & their lack of profits on sales of items rather than resolving my issue in non delivery of ordered goods. Very strange conversations lasted over 10 emails & ended with being told I was offensive & had called them a lier which had never happened. Feel personal problems may have been bought into work & ultimately I just wanted my order resolving nothing else... won’t be using them again too much drama”
We unfortunately weren't able to contact the customer despite leaving two voicemails and sending an email.We took what we thought would be the best way forward without contact with the customer, but this wasn't a suitable outcome. It was indeed a strange transaction but we're confident in our customer service standards having over 11,000 regular and happy customers.
“You have sent me the wrong product and no one is answering your phone - so much for 'highest standards of customer care'. Please could this be sorted - I'm furious.”
Hello Leah,
We were working with our supplier yesterday to try to trace an order we placed with them on Monday 4th March. It appears they never processed it and we have therefore asked them to send the delivery to us as a matter of urgency now as we have a few customers waiting for orders. We did contact you last week regarding your order when we became aware that we couldn’t process your order as quickly as we normally would be able to but we didn't hear anything from you.
Customer serviced is our top priority and we are doing everything we can to get the delivery as soon as possible.
Best regards.
Logicalskincare Team
Hello Jo,
We're sorry if you didn't receive one or more of your free samples. If you had got in touch with us, we would have sent them on to you and apologise for this error which has caused you to rate us negatively as customer service is our top priority.
Best regards.
Logicalskincare Team
Hello Anne,
We're sorry to had to write a negative review due to the price increase and we felt you were owed an explanation. This is a price increase we have fought for two years but which has, unfortunately, been a forced increase by dermalogica to fall more inline with other online suppliers of dermalogica products. Luckily, we have retained our clients which we believe is due our high standard of customer care and monthly offer.
We hope this helps to clarify this increase.
The Logicalskincare Team
Hello John,
We're very sorry that one of the products sent to you was an incorrect one. We understand your frustration and always act quickly to rectify this as soon as we find out. We will therefore send the correct one today.
Apologies again.
The Logicalskincare Team
We're sorry you haven't received your product. As you know, we have followed this up with our carrier and we are keeping in touch with you about this and will follow up if the product isn't delivered.
Thank you for your patience.
We've just realised that you wrote a very negative review of our company. We did, in fact, contact your several times about your order and asked you to check your local sorting office to see if it was there. When you said you weren't able to trace the parcel we refunded the cost immediately. However, shortly after that your parcel was returned to us here which would seem to imply that it was indeed waiting for collection.
We are sorry you have had a negative experience, but this was out of our control as it was dispatched to the correct address and we responded in good time refunding the cost of the product earlier than we should have.
Regards.
The Logicalskincare Team
