Customer service is now AI or nothing
I'm really disappointed to see the state of Lovehoney now. I've been a customer for years and years, I really trusted the brand, but I've baught an item that's not really fit for purpose. First it has a load of warnings on the box about being a novelty item only and not full regular use, then when I've used it with my partner it wouldn't stay in place, was uncomfortable and just made this awful high pitched keening noise. I doubt this has been tested by anyone before stocking. My first step was to leave a negative review of the individual product, in the past this has always resulted in the team contacting me and offering me and exchange or voucher. I didn't anything back so I tried to contact it them and was confronted with a horrible AI bot. The AI bot told me that it had opened a case, actually I don't think it had. Then I tried the AI bot again, this time it said it had opened a case and gave me a reference number and I got a reference email. I also sent an email directy, the email is not accessible on the website but I did get given it by the bot when I asked. I don't think I'm going to hear anything back for weeks it just seems to me they've tried to implement AI and cut down on their human staff. Finally, I am also struggling to find a replacement item, the range on the store seems really bad compared to how it used to be. I had a look on a rival site and found plenty of items I would want, but love honey seems to have a lot of very expensive chunky vibrators or cheap little bullets, they just do not have what I'm looking for. It's really sad to see a good brand go South.