Damaged masks - customer support offered 10% refund
I was very disappointed with my experience with Dore & Rose. I purchased two sleep masks as gifts, expecting the premium quality and presentation the brand advertises. Unfortunately, the boxes arrived damaged, and the inner packaging was also creased, making them unsuitable to give as gifts. I contacted customer service with photos and explained that the packaging was an important part of the product, particularly as these were purchased specifically as gifts. Although the team responded politely, they repeatedly relied on their policy that packaging damage is not covered. After several emails, their final offer was only a 10% refund (around £6), which barely covers the delivery fee. What disappointed me most wasn’t just the damaged packaging, but the lack of a resolution that reflected the premium price and branding of the product. I tried to reach a reasonable compromise, but unfortunately we were unable to agree on a fair outcome. Based on my experience, I would think twice before ordering from Dore & Rose if presentation is important, particularly if you’re buying their products as gifts.