Good products, EU logistics could be better
I’m genuinely baffled by the rave reviews Rephr has been getting. Based on my experience, I’d rate them 1/5 without hesitation. My first order already raised red flags. I ordered a single brush with DHL Express shipping (quoted as 1–2 business days). About five days later, the tracking still showed nothing, so I reached out to customer support. I was told they had made a mistake and hadn’t noticed I selected express shipping. That was it - no refund offered, no attempt to make it right. Considering DHL Express costs over £20, that’s not a minor oversight. I ended up cancelling the order and receiving a refund. I decided to give them another chance later on. This time, I placed an order that, according to their website, should arrive within 5–10 days. Eight days in, the parcel still hadn’t even been handed over to the courier. I emailed to ask if there was an issue and was ignored for several days, until I followed up again. They eventually replied saying my previous email had been flagged as spam, claimed it was now too late to cancel, and offered a £5 refund “as a courtesy.” Interestingly, at that exact same time, I received the first tracking update - suggesting the parcel was only shipped after my second email. To make matters worse, after placing the order, I was informed that one of the items I purchased was unavailable and had been replaced with a different product - without asking for my approval. That’s simply not acceptable. Even a supermarket would ask before substituting an item. A company positioning itself as premium should absolutely seek consent before making changes, ideally before taking payment. I don’t have much insight into their products themselves, as I still haven’t received any of my orders. But based on the customer experience alone, it feels like far more effort goes into marketing - and possibly incentivised reviews - than into actually delivering a high-quality service. Update: Rephr has been kind enough to proactively offer a very kind compensation for the sequence of unfortunate issues experienced in recent purchases. I appreciated the gesture and time and attention they've taken to try and mend things. The items I ordered earlier ended up being delivered safely and quality seems as good as one may expect.