Very disappointed with customer support
I was unable to log into my account to cancel my subscription and emailed support 5 times. I was told it was cancelled but it wasn’t. So I reached out 4 more times and my emails went ignored. I was charged for 3 more items before someone finally got back to me. I asked for a refund and they refused. They said they had zero correspondence and only wanted to offer a 30% refund on 1 order. However, after it was brought to their attention, they found my emails and responded to them. The problem was when they lied and said they found nothing. They then offered a full refund on 1 more order but it was not good enough. They referred to their 90 day money back guarantee, saying it only offers a refund in the first order. I was not asking for a refund under that policy and highlighted that their policy says that they have the power to issue refunds under exceptional circumstances, which is what my request fell under. I had to threaten them with fair trading because it was a stuff up in their end, not mine. I eventually got all 3 orders refunded, which I appreciate. While the supervisor was respectful and pleasant, I don’t condone lying to customers to save a few dollars. They need to pay more attention to their emails, and acknowledge when they made a mistake instead of trying to trick their customers. I don’t have a problem with the products, just the lack of customer support that I received. I’m glad it’s sorted but I’m weary about ordering again in the future for this reason only. EDIT: They reached out to me and asked, because I eventually got the refund I was entitled to, and because they accepted that it was a stuff up on their end, they asked me to amend my review to a 3-4 stars. I felt bad and considered their request. But when I came here and read all of the reviews, I’m astonished at how many people have had the exact same problem and were initially dismissed until now. So they were fully aware that they had a BIG problem with lack of support, website issues which led customers to be unable to cancel their subscription, and they still put up a big fight. To any customers who are continuing to be charged after you have reached out for help to cancel, please refer to their return policy. While they fall back on the 90 day money back guarantee, a situation like one does not fall under that policy. Further down you will see that it says customer support has the ability to offer refunds on a case to case basis under exceptional circumstances. Please refer to this policy when requesting a refund. You can also dispute the charges with your bank and request any future debits to be blocked. You can also contact fair trading. Given that this is a massive problem within this company, it’s been going on for a long time, and they are aware of it, I’m gobsmacked that they had the audacity to try and dismiss me and still ask me to change my review to what they felt they deserved. While I appreciate that they have now accepted responsibility it still does not sit right with me. For that, they now get a 1 star.