Arlene H.

I have sent numerous emails to this company - Clean People, regarding my orders of 'Fresh and Clean' detergent strips, (bought twice from them). I have also texted them. The second time I received the 'Fresh & Clean' laundry sheets, the scent was completely different to the first batch. You cannot actually speak to a human being, which should have been the first red flag.
I sent them a sample of each batch separately, so that they could check them.
They emailed and said that they have not changed their formulation, but that the 'team is now working on and is further investigating how the scents are different.' I never heard back.
However, the snippy person on the text thread, refuted this several times and said that there was no way they could compare the two samples, as he 'doesn't receive returns personally'. He stuck to his guns about the formulation being the same and offered to send me a new batch. When I said that I would like to 'speak' with someone higher up, as this was not what I was told, plus I wanted to make sure that the replacement would contain the original scent. He once again reiterated that the formula was the same and said he was sending me a refund. End of text.
I have had FOUR different people smell the two batches and all four have said that the second batch smells completely different from my original order.
What kind of tin pot organization is this, where no one is prepared to look into this complaint, but are more than willing to lose a paying customer and risk have bad reviews posted... which I will be doing.
I have since discovered that their 'clean' product also contains a chemical called PVA - see link below.
I've also included a link to reviews on the top 8 detergent sheets out there. Clean People are last!
https://caringconsumer.com/products/cleaning/best-laundry-detergent-sheets/
Study on degradation of PVA in US Wastewater Treatment Plants

I have uploaded 4 photos - one of the product and three of proof of purchase. My first purchase was in July of 2023 and the second was in October.

I live in the US, where customer service is not great, but way better than in the UK - and I know what I am talking about, as I lived in the UK for 25 years.
This company have the worst attitude and the most uncaring, nasty customer care 'specialists' / 'managers'.
After ordering my product from their website almost a month ago - which btw, stated that orders usually ship within 24 hours, I had to call them up 10 days ago to find out where my order had got to.
I did not receive one email of explanation from the company, but I was told that the product was in stock and that they were expediting the shipping.
Today, almost two weeks later, after not hearing a word from these people, I had to once again call them to enquire about my order.
I got the same BS excuse as before... technical glitch in the system, it was being expedited etc... do these people really think that we're complete idiots? Not once did the customer 'care' specialist nor her so-called manager Sarah, hint at an apology! These people don't give a toss about their clients or their jobs. They are so badly trained and they should NEVER EVER deal with customers directly. This person was dismissive and downright infuriating. There was no one above her who I could speak to and in the end, I asked for a full refund. Really... is this how people in Britain do business? I'm surprised that anyone ever stays in business with attitudes like that. These people aren't qualified to do anything, other than be polite and accommodating to customers, yet they have an air of snootiness about them, they are sullen and rude. I will never again order from them and if just one customer is put off using this site by my review, I would have done my civic duty! Get your act together LookFantastic, train these officious vipers to treat customers with the respect that they deserve, because right now, you're a total disaster!