Laura A.

I placed an order for black Friday '21 and when I received it around December 8th I noticed that one item was missing. I informed the customer service straight away and they asked me for pictures of the package and of the delivery note (the missing article wasn't even there) and they agreed that I could even still receive the item or I could get a refund. I thought it would be fine to just receive the missing article as I was hoping, so I chose that option. But then I saw nothing was happening and I wasn't receiving any shipping notification I asked for an update twice and the answer was always really vague like "we don't know when it will be shipped" (why is an open order such an irrelevant topic?!?!) and it was really starting to be annoying, so I reached out again at the beginning of January and chose the refund option. They told me it would happen within 48 hours but then it would take up to 14 days to see the money on my bank account. Guess what? After the 14 days, still nothing. I reached out again and they said yet again they would look into the issue and get back to me. Honestly, I wasn't expecting such an upsetting experience. It was literally my favorite brand EVER, this issue could have been resolved in 5 days tops, and it was just handled so poorly instead I had to promise they'll never hear from me again (after I get my money back). And all of this after reaching the status "legend" in their fidelity program. If this is how "legends" are treated, I cannot say I'm proud I spent so much money on their products. Super, super disappointed