Missing Item, Refused Refund

[bunbeauty]

Total first world problem, but super disappointing customer service!

My Rouge order shipped poorly packaged, without my #Dyson Airwrap™ styler Complete Long Holiday Edition and with items for someone else.

I contacted customer service immediately and they told me I can’t be issued a refund for my missing item until I printed a shipping label and returned the items they shipped to me incorrectly. But at least they offered points and to honour the discounted pricing when it is back in stock.

This evening, I asked if my order could be fulfilled in the US instead of issuing a refund, waiting until it restocks in Canada, and then having to purchase it again (the US has stock). They said they couldn't do this but offered a refund, and then the chat dropped.

I started a chat again and mentioned that the chat had dropped. The advisor informed me that her system wouldn't allow it and my refund was now blocked for fraud. Really not OK. I asked how I could go about receiving my refund from there and if it could be escalated and wasn’t able to speak to anyone else. The advisor kept repeating that "Unfortunately the system is not allowing it & the decision is also coming from the leadership team, I cannot issue the refund due to the block” and ended the chat.

So I'm out almost $700 for a product I haven’t received, have tried to find alternatives to help, couldn't speak to anyone who was making the decision to block the refund, and now have neither the product nor my money. I want to order the product in the US while it’s still in stock but am so wary before I get the first missing order refunded! Super frustrated.

[LaurieBT]

Hi @bunbeauty,

I'm sorry to hear about this! I'll send you a message shortly.

Warm regards,

Laurie

[JerseyJane]

Sephora advertised that the Dyson air wrap long would be available on sale today and I went on at 12:02and it is out of stock. When are you going to get these in because I've been waiting patiently for this sale for VIB members and there are none available and I keep getting these indicators that say will let you know when it's in but when will it be in? The sale is supposed to be from the 3rd to the 7th for this product. What's going on?

[LaurieBT]

Hi @JerseyJane,

Sorry, we don't have additional inventory details but if you've signed up for email notifications on the product page, then you can expect to be notified once the item becomes available. Thank you!

Best,

Laurie