Joana V.

It is a time for a rant about a poor customer service. I have a friend coming from UK to visit me next week so I thought it was a perfect opportunity to treat myself to new perfumes. I had placed an order with escentual.com to be shipped to UK address. I received an email telling me that nothing to worry but the payment is pending for review and if anything is needed, they will be in touch. They do have a policy online for pending payments where they say that should they have a question, they will be in touch otherwise not to worry. But I did not wait and wrote to escentual offering to provide any info if they need. In return I got an email from them saying that my order is cancelled without ANY explanation or any question made. I made 2 international calls in attempt to clarify whatever questions but they said that my billing info didn't match my card. I have sent to them the proof of my bank account where the money are reserved for the payment to them showing that all the details are correct otherwise it would not show up on my account. They just kept on being rude, short and said no, the order is cancelled, they cant help and hanged on me(!). No sorry, no apologies for messing with your money, no intent to find a solution. NADA. So I am left with an order that is for no reason cancelled, the trader who is not compliant with their own policies, and the bank account that froze my payment for the next 5 working days which means I cannot go and offer my business to another trader that wants to be 300GBP richer. I said to Escentual that they made impossible for me to continue to be their customer. To be honest this mistreatment, unwillingness to correct their mistake and my lost opportunity to get the perfume I really wanted made me upset. So I looked up the Consumer Rights in UK and filed the complaint. Clearly they keep on ignoring my emails and I really really do not get how they plan to do business when they reject the money that the customer tried its best to give their business.