Hello Eileen,
We have twice emailed you about your concerns but have had no reply from you. Perhaps our emails have gone into your spam box? We have asked you to return the product to us to allow Dermalogica to look at this issue and to arrange either a replacement or a refund.
We would never ignore a customer's comments or messages so would ask that you take down this review as we have been trying to get in touch with you to help you in which ever way you would prefer.
We will also send this to your email account in the hope that you get our email this time and would ask also that you check your spam mail.
Best regards.
Logicalskincare Team
Hi Christopher,
Sorry to hear you are not happy. You placed your order with us on 25th April. We emailed you on 26th April to say we were awaiting stock of your item and it would be posted out later in the week as we like to keep our customers updated if we can not send out straight away. Your product when then dispatched on 29th which again you were sent an email to let you know. I see you have been a regular customer of ours for a lot of years and feel disappointed at your review on this occasion as we always try to give a great customer experience. Unfortunately the review email is an automatically generated one which is sent by the reviews company and not ourselves.
Again, i am sorry you are unhappy about this but we do strive for excellent customer service.
Warm regards
Logicalskincare Team
Hello Trudi,
We don't believe during these difficult times that to wait a week for dispatch is a long time but we understand you are disappointed. You haven't made any attempt to contact us regarding your order as we could have updated you to let you know that we were waiting for one of your products to be delivered. This arrived on Saturday and will be dispatched to you today.
“This review may change, however, I ordered the product 1 week ago, based on 3-5 days shipping and my order is still showing as 'order being prepared'...”
Hello Gemma,
We called you on the day you placed your order to let you know that we would have to order your product but that the company was closed until today, 4th January. For that reason, in our voicemail, we offered to cancel your order and refund the cost to you as it was going to take a while to get your order to you. We didn't get a response and so intended to order your product today. However, we are still happy to cancel your order if this is how you wish to proceed and look forward to you contacting us as soon as possible.
Logicalskincare team
“I ordered 2 items. You put them, unnecessarily, into a box too deep to fit into our letterbox causing an unnecessary trip to pick up the 2 items 2 miles away. Redesign your packaging because i wont purchase from you again until you do.”
Good morning, We're sorry that you were unhappy about having to pick up your parcel. You do have the option to have orders delivered to a business or different address if you're not likely to be home. Many of our customers choose this option. Your order was also sent signed for due to the value so you would have had to be at home anyway to sign for it.
We would have been surprised if one of your items would have fitted into a letter box anyway even in a smaller box and we package two + items into a box at all times.
Best regards. Logicalskincare Team
