Unsolicited item situation Lookfantastic

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Hello.
just after some advice/opinions.
Just over 2 weeks ago I did a Lookfantastic order of a few items, which arrived the next day. With this was a large hair styling heat tool thing which I didn’t order. I contacted them straight away to let them know about the mistake and to request to return the item. And since then have basically been stuck in an endless customer services loop. There is no option to call or speak to an actual person. The message service is slow, usually taking at least 24 hours to respond. I’ve now waited in twice for a courier collection which hasn’t happened, last time was yesterday. It seems ridiculous to have to keep chasing this, but equally doesn’t feel right to keep an expensive product (I looked it up, it’s about £180) which I haven’t paid for (and I don’t want - although DD wouldnt say no!). I’ve had this boxed up for 2 weeks now, waiting for them to sort it out, chasing them with messages and updates about failed collections. How long would you wait/keep chasing them?

I wouldn’t spend any more time chasing. You’ve let them know and waited in for the courier twice. It’s up to them now if they want it back.

I’d send their customer support an email outlining the situation, giving them my details, and advising them to contact me to arrange collection. That’s it. It’s not a problem you’ve created and you benefit in no way from it being rectified. It’s totally up to them.

You’re going to way more effort than I would be . You’ve given them their chance to have it back , keep it on the side for a few months and if nothing comes of it , well a birthday present for DD .

I suspect you will hear from them in the new year once the rush has died down.

Get those straighteners fired up and on your hair op, you can do no more

Keep it. You have let them know multiple times now. It was their mistake- its ridiculous for you to have to be doing this amount of work to give them back an item you didnt order.

I certainly wouldnt bother any more.

I wouldn’t have told them of their mistake in the first place. I ordered one set of fancy chocolate for Xmas but got delivered two sets. That’s a win, win for me.

There is UK legislation on unsolicited goods. You can look this up. Keep any packaging and documents, backup/screenshot any messages, and make dated and timed notes of what you've described in case of dispute. It would help if you give a deadline for them to collect in your next and final message, if you can be bothered. But it sounds to me like your DD by now already has a free gift.

I would absolutely keep them or sell them if I had no use.

Thank you for all your responses, it’s been helpful. They actually messaged last night to say they were sending a courier on Monday - no good, as I’m working. I feel like I’m locked into a dysfunctional relationship with their customer service team at this point 😂

They need to send the courier at a time thats convenient for you.

They cannot expect you to take the day off for this - thats ludicrous.

It was their mistake, so if a courier costs more for them to pick up at the weekend then tough shit, they'll have to pay more

Just let go! You've more than done your bit. Donate them to charity if you must, although I'd be giving them to DD.

Had this years ago with a mattress topper , ordered one , it was delivered - all good .
Then a week later another arrived . Phoned them up and they arraigned to collect , didn't happen . Phoned again , still didn't happen . In all this was replayed 4/5 times .
This was for a double bed so not a small parcel taking up space .
Finally I wrote them an email giving two more weeks for them to collect . They never did so I gave it away .

I had this on a delivery for the old resident of my house. It was a very nice gift box of food. I contacted the vendor and told them, they wanted me to jump through various hoops, contacting DHL to arrange return etc.
So I looked up the legalities of it all. It seems that as long as you contact the vendor and offer them the option to come and collect said item, if they dont then after a while you can keep it.
So I did precisely that. Got back in touch, said that it could be picked up on x, y or x dates and if it was not then I would keep it as unsolicited goods.
They never came. And we enjoyed the hamper some weeks later!

ETA: old resident left zero contact details or forwarding address ( renter) so had no way to get in touch with them !

@WinterBerry40 - I can imagine the irritation of a massive, unwanted mattresses topper cluttering up the house. Al least this box is shut away in a cupboard!
@Whyherewego - ah, that’s interesting and useful to know - thank you.