Kiol wrote:
Thanks for all the replys. I thought I'd update the thread. I've spoken to somebody from Love Honey, well, more than one person (it seems that when emailing, you get a different person on each response), and after receiving a ridiculous and rather insulting response, I have opted to take a refund. I think I'll take my money elsewhere tbh
Thanks again
Hi Kiol
I'm sorry this is the result of what sounds like some bad luck and miscommunication! I've had a look at the email exchanges between you and customer care and I'm very sorry you feel the response you had from us was not adequate. From what I can see, our agent was simply doing his job and being thorough.
As I'm sure you can imagine, we have a lot of instances where customers report an item as faulty, and when it gets back to us, a lot of the time the item works just fine. Sometimes it's a case of the customer needing a few extra instructions to get a toy working. This is why we always ask about batteries and double check everything before we waste your time sending an item back to us that doesn't need it. I know an extra email can seem like a pointless thing, but in the long run, it can save a lot of time and effort for everyone involved, which in turn (I reckon) is better service. Also, we know our products better than anyone, and are aware of 'common problems' with particular products. With certain products we always check if the customer has inserted batteries correctly, tightened the bottom etc etc.
For example, I spoke to a customer just last week who had returned 2 bullets to us already and was on her third, saying this one was faulty too. After a quick conversation and asking a few additional questions, it turned out she just hadn't tightened the bottom quite tight enough. Through asking a couple of extra questions, we got it working within one phone call! If I hadn't asked the question, she would have had to return ANOTHER item to us, which would have added to her frustration, when in fact all three worked just fine. Effectively, the agent who dealt with your query, was doing this over email.
In addition, I note that your review for the product in question mentions that the battery compartment was too tight? And you also mention you have problems with Lovehoney battery operated toys.
Were you using rechargeable batteries? Lots of people don't realise that rechargeable batteries are actually slightly bigger than standard ones, and therefore often don't work in sex toys and are too big for the little compartments. Could this be the route of your multiple problems with battery operated products? Perhaps they weren't faulty, and you were using the wrong kind of batteries?
I'm sure this is just a slight misunderstanding, and we'd be sad to see you go! But please be aware that if you do take your custom elsewhere, the above issues with rechargeable batteries etc will still apply, but you may not be so lucky with the returns policy with another retailer.
If you need any other help, please don't hesitate to get in touch.