I hate that my first post here is negative, but unfortunately I don’t know what else to do. I recently purchased a rabbit vibrator from Lovehoney, but when it arrived, it was clearly not new - the outer box was banged up, the inner packaging was torn, and the included charge cable didn’t even fit the device. I contacted Lovehoney about this; the first support person I spoke with claimed they never send used devices, told me he was sending a free replacement charge cable, and sent me on my way. But I’m not at all comfortable keeping a toy that’s obviously been opened before and may have been used, so I contacted Lovehoney again to request an exchange. I gave the chatbot all the information it requested, but when it connected me to a human, the human agent claimed I hadn’t provided enough details, told me they couldn’t do anything, and advised me to send an email to a support address with all the same details I’d given the chatbot. I pointed out that I’d given them all my information already, and they just kept repeating that they couldn’t tell me what information was missing and I’d have to try email. So I went through the chatbot a second time, making sure to provide every piece of information as carefully and precisely as I could - but the second human agent shut me down completely and closed the chat.
I have no reason to believe email support will work any better, since the live chat agents refused to accept the same information they told me to send over email. I’m stuck with a used toy and no way to get a refund or exchange. Is there any other way to fix this?
This is why I hate all the AI rubbish that companies are placing in front of their customer service. Customer service too expensive for you? Try losing customers.
Not that in this case the AI / Chat bot was actually the problem, it seems it was the actual customer service reps that were problematic. Whether they were not trained well enough, or not empowered to get a decent resolution is unknown.
As said already first thing is to take pictures and send them to CS through email, Who was the courier? I have a big problem with a business delivering your items using a courier like Everi things being packed badly in cars is most annoying and not professional, I had a microwave delivered the box and polystyrene was all broke.
Hi @lotus999 I’m sorry to hear you had a frustrating experience on LiveChat. I’ve reached out to the team to look into this and it appears that the issue was with a discrepancy in the names used to reach out vs on the order. When you email us from the email used on the order, this helps us verify things much easier!
In regards to the charger, this seems to be an issue we have identified from the factory. The team are working to root out the affected products quickly, but some are clearly still slipping through, hence the team preferring to send a correct charger rather than an entirely new product (in case that one is affected too) - a correct charger is on its way to you though!
The packaging sounds very damaged, I’m sorry that your item arrived in that condition - did you happen to take any photographs of this before you opened it? I will feed this back to the warehouse for investigation as severely dinged boxes shouldn’t be leaving our warehouse.
If I could put your mind at rest however, this will not have been a used toy. I worked on our Returns team for many years, so I know just how strict our policy is. If there was even a hint that the product had been used, or even removed from its packaging at all, then it would have been disposed of. Obviously with it arriving in a damaged condition, it’s easy to see how this could have thrown up alarm bells, so please do still reach out to the team via email - I know they would be more than happy to make this right for you. There is a slight delay on responses (about 5 days) while we transition to a new system, but they will get to it as soon as they can.
Thank you for reaching out and I hope we can turn this around into a positive experience for you
Thanks for the explanation, @Lovehoney_Brenna ! It would’ve helped a lot if the live chat agents had said all that, instead of just telling me to send the same information via email they were refusing to accept.
I didn’t, unfortunately. Plus, the worst damage was inside the box, where the cardboard insert was crushed and torn in a few places.
I guess I just got really unlucky - individually, either the beat-up inner packaging or the incompatible charger wouldn’t be too bad, but I ended up with both together
hopefully they do the right thing and sort it out
