Terrible customer service. Ordered 75 days ago and ignoring emails for refund
Put my faith is a small UK business. Ordered a product that never arrived so needed to log a retail dispute with my bank. Only reason I'm giving one star is because I can't give a 0, and admittedly it was the courier that initially messed up as they got my address wrong on the label even though correct on the order.My qualm was with the handling of this issue by Hairporium Studio and the terrible customer service. They blatantly ignored the Consumer Rights Act 2015 following three valid requests for a refund. It has now been 75 days since I initially ordered and STILL they have not provided a refund - I'm glad I logged the retail dispute and got my money back that way! I lost confidence in this company very quickly when after a couple of weeks of the item not arriving, they ignored my requests for refund (as not delivered by the express schedule or following re-delivery attempts) and they failed to proactively send out another item for delivery with another courier. During this time I requested a refund twice. There was ongoing correspondence with Hairporium Studio throughout, but the only communication I had from them was about further info about re-delivery - they blatantly ignored my requests and instead offered me a discount code (which I'm clearly never going to use). I had no choice but to go along with their attempts to just get the item delivered because they simply ignored my request for refund. My final request for refund was a month ago (when it was already over the 30 days delivery period, it hadn't been delivered as express delivery as per order note, and had not been delivered following multiple re-delivery attempts - three grounds for legal refund). During this time, Hairporium Studio have had every opportunity to observe the law, but only yesterday, I got an update on tracking for the delivery despite a third request for an immediate refund a month ago - again, another sign they have actively ignored consumer rights. My experience has been that Hairporium Studio do not listen to their customers as evidenced by my three refund requests being ignored. I now no longer require the item as I ordered from a more reliable retailer who delivered next day and have a new address. I could have communicated this to Hairporium Studio had they emailed me, but as I have had no correspondence from them in the last month other than a tracking update yesterday, I had assumed my money was lost and I'd be getting it back via the bank.I don't tend to leave reviews - but I strongly feel the need to share this experience. Just to reiterate, my issue is they could have handled the situation better from a customer service perspective and need a better understanding of consumer rights.The only way Hairporium Studio can salvage this now is by granting my refund so the bank will reverse the charge. Holding my breath...