Slow delivery, dreadful customer service

I ordered an item from Look Fantastic - it took ages to be delivered but what eventually arrived was a similar product, not the one I ordered. I contacted them and they advised I needed to return the item to get a replacement. I sent the wrong item back and over a week later they advised a replacement had been sent. What arrived? The incorrect item they sent me in the first place! So I had to send it back again. No-one got in touch with me, so I sent them email after email after email. Finally they got back to advise my item had not been returned to their warehouse and they could not refund me without this. I went online to Click & Connect and confirmed that it had been received by them 5 days ago. I called them up and miraculously they had suddenly discovered its existence so I would be refunded after all.

The person on the phone wouldn't give me the name of the person who deals with complaints and you cannot reply to their emails as they have "do not reply" at the top - you have to log into your account online and submit a new request each time which is painfully slow. I submitted a review on their terrible service but surprise surprise they didn't publish it - clearly they don't want other people to know how bad they are. Awful, awful experience and would never use them again.