It’s a bit of a tenuous link, I admit, but my main indulgence is trying out new face creams. When I read that Kate Middleton and Katherine Jenkins were both devotees of Karin Herzog, I decided to try out their products and placed an online order. That was around a month ago, and I’m still waiting for delivery.
I wrote to them last week asking for an update, but have had no reply, and have just sent another message. It’s very disappointing that they do not place a higher value on customer relations, and keep them when there is an unexpected delay.
What are the odds that the Duchess of Cambridge and our stunning mezzo soprano do not experience the same poor service…
The products are amazing I have to say but it’s all been ruined by their awful service. It was this bad for me last december and I finally received my products after 2 months, but only after a lot of complaining and me chasing them up! Can’t believe the whole delivery situation is still not sorted! I’m scared to recommend to anyone now where as I used to rave about them all the time! Someone needs to seriously sort out their issues before they lose customers, has happened to so many people!
Hi Stylefrost, many thanks for your comment. I am truly appalled at the way Karin Herzog treats its clients. They have since told me my order was sent on 20 June, yet I was never sent an email telling me it was on its way, which is common practice with online purchases.
I recently ordered some products from Liz Earle and that was what they did, the same as Amazon and other organisations where I place online orders. I received my order within three days from Liz Earle, it’s run much more professionally. I have been waiting for seven weeks now, and I have even written to the CEO, but not had a reply.
I will give them one more week, and then I guess I will have no option but to contact Trading Standards, or their equivalent as my requests for information are totally ignored. I don’t how how to get a refund as my order has not been met if they refuse to communicate and do not phone me to discusss my order. It really is a very sour experience and I will never buy anything else from them. I’m sure they would treat Kate and Katherine better than this.
After leaving two telephone messages today with Karin Herzog, none of which were replied, despite a message saying this would happen, I called Consumer Direct who advised me to send the following letter by recorded delivery to the company:
For the complaints department,
I am writing to inform you that you are in breach of the Consumer Protection (Distance Selling) Regulations 2000 by failing to supply my order which was placed on 5 June, and confirmed by your company the same day, with payment of £181 deducted from my bank account on 7 June. My customer order number is BLURREDV-PD5362-00111405.
Despite my frequent requests for information by email and telephon, I have not been given an explanation for your failure to deliver my order. Your customer service is appalling and I demand an instant refund. I have notified Consumer Direct of your failure to supply the goods I have paid for.
Could you please confirm that a full refund will be made within seven days of receipt of this letter.
Yours
Watch this space!!!
This is the only time I have ever had a negative experience from buying online. They are a nightmare company to buy from, they simply take your money and not only do they fail to deliver, but they offer no apology or explanation either!!
Goodness, you’d think a company with such high profile clients would be more careful. I hope you get some satisfaction from them soon, Ellee.
I have informed my bank and they are going to investigate them for fraud. I have just come across a dedicated Facebook site from other clients treated the same way as me. I find it quite shocking and disgraceful: http://www.facebook.com/topic.php?uid=101966353877&topic=15372