Please excuse the long-winded post for a basic problem 
In my last few orders I have recieved a few dud items, one being an unusual yellowed bottle of Lovehoney Enjoy lube (In the new style bottle with the longer clear spout) and the other being an Otouch Submarine that is making a worrying grinding noise and is getting noticeable hot when the motion function is activated while it is making the noise (It worked fine for maybe 5 minutes and then decided it was unhappy)
I had already contacted customer service through the live chat bot about the lube a few days before the issue with the Otouch Submarine appeared and so I attempted to get through to a human on the live chat to let them know I had an additional issue, I was unable to do so and the bot had me fill in a warranty form (I believe thats what it was called)
Then a few days ago I recieved an email following up my first query asking for my name and email which is presumably to confirm it was myself who contacted them, I replied with the details and got an email back saying that my reply couldn’t be delivered
I double checked I hadn’t done something wrong and tried again but had no luck, 8 attempts later I decided to just reply to the old customer care email (Customercare@lovehoney.co.uk) but I just ended up with another automated email from the broken bot saying that my email was now at the back of the queue again (which I probably should have expected since I had used the reply subject title but obviously the email address was different)
I recieved an email this morning saying if I didnt reply to the original email asking for my details within 2 days that the ticket would be closed, I had a few more attempts at replying to the email and even tried to reply to the email warning me to reply but still no luck
I decided to try getting through to a human on the live chat, that didn’t happen (I had tried on Friday as well as today Saturday)
I saw a post yesterday on the forum after trying the live chat saying that the customer service is currently being changed… yeah I don’t know what to say, it’s not quite there yet
I would like to take a moment to praise the old customer care live chat from like 2 years ago that was the ABSOLUTE PEAK of all customer service that I have ever experienced, almost any time of day there was someone available to help sort stuff out, I also had brilliant experiences with the email customer care right up until this issue
However I haven’t had great success with the new ‘Ai’ in the live chat, yes it means there are less people bothering customer care staff for small questions BUT it is an absolute nightmare to get through to someone now (if it is actually possible anymore, I don’t know I haven’t managed to in probably the last 12 times I’ve tried) and to make things even more annoying is if I ask the bot when customer service agents are available it either tells me what times I can order over the phone or (after some careful persuasion) says that it doesn’t know what times the agents are active
I’m not going to say don’t fix what isn’t broken because that already happened, so it’s already broken, But a little more of the old stuff please
I want to make it clear that this IS NOT a jab at the customer service people, I had been speaking to an agent by email maybe 3 weeks ago and they were immensely helpful and sorted out a misunderstanding with a toy being different to what was shown in the pictures. I just wanted to point out the inability to reply and how difficult it has become to get through to someone
If this makes it to someone actually working on the customer service revamp/backend stuff Thank you for your hard work, Keep it up
And to anyone else who read through this word salad, Thanks for your time, I hope you are having a lovely day, Take care out there wherever you are and yes you should treat yourself to that toy you were thinking about 
