To question the company Just My Look and think I’m being had here?

[veryannoyedtbh]

Bought a Silkn face mask LED thing for my daughter for £90 at the company Just My Look. Never used them before or heard of them. Item arrived fine, gift wrapped it and popped it under the tree. Come Christmas Day DD opens gift and immediately apologises but she doesn’t want it. Ok, fine, took it immediately and put it away to return. I then contacted the company that day as couldn’t see their return policy online. Finally got an email after some back and forth with a return address but I had to pay postage. Fine. Sent it signed and insured for £100 with next day delivery for £15. Just My Look got it then sent me an email saying it had been opened (it definitely had not) and were sending it back!

I’ve been had, haven’t I? I can’t prove they didn’t open it and to send it back again will cost another £15 so pointless. Anyone else heard or used this company at all? I’ll stick to John Lewis in future as they are reliable. Feel like such an idiot going for a bargain with a company I don’t know.

AIBU expecting it to be straightforward to return it? Oh and it was definitely, no possibility, opened.

As far as I'm aware distance selling regulations stipulate that you are allowed to return an item within two weeks for a full refund. You could also refuse to accept the return and do a chargeback at the bank if it hasn't been opened- I think😊

https://www.gov.uk/online-and-distance-selling-for-businesses

Yes, that’s what I intend to do. Bought on Amex so should be fine. Never known anything like it but I suppose this is what happens when you get tempted by a too good offer. Could kick myself. Just more curious if anyone else has used them or even heard of them?

I haven't heard of them, but just had a look and they have a quite active Instagram account with a lot of followers. Some indication that negative comments might be deleted, though.

It’s a legit company, with great trustpilot reviews

https://uk.trustpilot.com/review/justmylook.com

(with 73k reviews they can’t all be faked!)

I think you got bad service but perhaps it was a poorly trained staff member. As others have said distance selling regs should apply as long as you didn’t buy it months ago.

I've used them multiple times over the last few years (most recently just a few days ago), they are a legitimate company. I've never had an issue like this though, the only problem I've ever had with them was something missing from an order and they refunded it the same day but it was a much lower value item. I hope you get it sorted out!

I've heard of them and have bought from them many times. Never had an issue like this though
Take photographs when you recieve it back and hopefully that'll help your case

@veryannoyedtbh I wonder if they sent you a returned item in error? I would call them
and explain that you received and giftwrapped it unopened and there is no way it was opened by you. AMEX will probably help out if you open a dispute?

I’ve used them a few times with no issues. Never had to send anything back though.

I have used them a lot too and never had issues, but like Purplecat, never had to.send anything back. Hope you get it sorted

Thanks. That’s good to know though as it’s a bit worrying

My daughter ordered perfume for 24 hour delivery at Christmas and it's still not arrived. She ordered from Australia on a debit card. My daughter can only get AI generated replies and they are ignoring her. There are lots of one star reviews but soon as they are posted they get replaced by five star ones. I personally believe these are AI to give a higher review score on Trustpilot. Advised my daughter to report the company to her bank still. Now January and no sign.

OP beauty items are usually exempt from returns regulations due to hygiene. Just like earrings. Was there not a clear popup telling you this on the sales page?

Leave a review explaining what happened on Trustpilot. If companies are monitoring their feedback they tend to bend over backwards to help sort out any issues.

They’ve stopped responding to my emails so I’m stuck until AMEX can follow up after 14 days. One to avoid I think

I received an AI reply stating can't deal with us as the non recipient of the order. I passed to my daughter who contacted them with the details and screenshots. They say they can't trace the order. The bank have refunded the debit card as a fraudulent transaction reported. So guess it's pot luck which may be a good suggestion for a new name for the company 😂

I’ve used them loads, never had any issues but never had to send anything back. That was an expensive gift to get if DD didn’t ask for it.

Justmylook.
f I could do no stars I would
If I could do no stars I would. Hairdryer ordered by mistake within minutes was cancelled and had a reply saying will be sorted. Then get email for delivery I emailed to be told send it back ( at my expense) it arrived I wrote note to put in for reason! as advised to. Didn’t unpack cut tape on delivery box enough to put note and sent back! To receive email stating …..-
Thank you for sending your item back. I am sorry to share that, after reviewing the return, we cannot process a refund for this item. To uphold hygiene and quality standards for all customers, our policy strictly requires that all returns must be made in brand new, unused, and completely sealed condition. We confirmed that the hygiene seal has been reapplied during review, which suggests signs of use and prevents us from accepting the return.

Bullshit I videoed the delivery box opened enough to put the note In!! As after I ordered I read reviews saying customers n company and be careful!!! All items sealed with item not even touched!!! This is con not to refund and if I do not receive a full refund, I will be forwarding the footage and taking legal action for principal.. insulting is understatement!

I use them a lot. All good. Haven’t returned anything though. Could the packages have been opened on their way back to them, to see if they were worth nicking?