lookfantastic deliver the wrong goods & returns are not easy

Lookfantasic has terrible customer service.
I ordered a hairdryer and they sent the wrong one.

Okay so mistakes happen and if they had offered to send a new one immediately and trusted me to send that one back, well that would be okay by me.

But no. I had to return it myself, driving to a drop off point and do some admin for them first printing off labels and filling in forms.

I have left two negative reviews in my life as generally life is too short. But when a company goes out of it's way to be useless, I feel I should spend 10 mins preventing others from suffering the same.

Here's the story -

I phoned and was on hold for ages, after which they explained they would send an email with return details.

They send 2 emails, one with a link to a returns form (which they state you must use or they will not accept your return)

You cannot reply from emails as they send these from NO REPLY addresses! That's not good for customer services, who invite you to 'do not hesitate to get in touch if we can help you further' and then leave no option to do that except phone and hang on and presumably boost their call earnings a bit...

I phoned again and held on and then got another unhelpful person on the phone; the staff are probably demotivated.

They state they will take up to 10 days to return the correct item or refund.

I want to warn others so that they don't make the mistake of buying from this company. There are plenty of others out there. I have now bought my hair dryer from Ukhairdressersonline which has a fabulously efficient website; you can even book Saturday delivery. So I will get a hairdryer tomorrow! I wonder if I will get my refund from lookfantastic and something for the inconvenience - I am not confident..