Lovense reluctant to refund extra cost due to false/misleading statements in their own online store! Then arguing about 12 USD :D
Ordered a product directly from their store, where under the price it is explicitly stated "All VAT / GST / Sales Tax Included". Several days after the delivery I received an invoice from DHL to pay USD 31 in VAT and related VAT-processing taxes!! Contacted Lovense asking for refund, as their website explicitly states "All VAT / GST / Sales Tax Included"! All I got back was a silly explanation that they write that simply because in many cases VAT is not due, not because it is included....!! I did not get any refund and the product became 30% more expensive due to false information on Lovense's website/store, which they take zero responsibility for. Update: After I posted the above review, I got contacted by Lovense who wrote: "As a token of goodwill, we can reimburse you the 19.1 USD for the customs duties you paid." Except I paid 31 USD and not 19.1!? I responded, that what I had to pay because of the false information in their store was USD 31 not 19.1. The response from Lovense: "We can cover the 19.1 USD, for the rest, I am sorry that you really have to shoulder it." Clearly, customer satisfaction and loyalty is worth USD 19.1 to Lovense and not a cent more, despite them admitting to have lied on their own website.... Bear that in mind! I refused to accept anything but compensation for the total amount I had to pay due to their failure. And I never heard back from Lovense... Hence score now reduced to 1 star - it was bad enough with them not willing to reimburse, but offering partial reimbursement and arguing for the remaining 12 dollars is above and beyond..... I will revise my review if Lovense's position changes. Update - several weeks later I got an email from Lovense, that they have now reconsidered and will reimburse the total overpaid amount... It took another 10 days or so to receive the money. The whole experience is still embarrassing but I have added a star, as they eventually covered the extra expense caused by the false information on their website.