Worst customer service ever

I've used lookfantastic in the past with no issues so always thought of them as a good company. However, I will never be using them again after the issues I've experienced.

I placed an order last week for Christmas presents and selected the free delivery option as I had plenty of time for the parcel to arrive before Christmas. I then went back to add something to the basket and the website automatically defaulted to premium next day delivery, and I only realised this after I had paid. I emailed customer services immediately to request the free delivery service but I didn't receive a reply until 48 hours later, by that point I had received the parcel. Customer services replied offering me a credit of £4.95, but the issue of the website selecting the delivery option for me, and overriding the previous selection I had made was not addressed. Infact, one of the emails from customer services advised me that 'our customers know that if they go back to add something, that it will default to next day delivery'. Wow, so I should have known that? Amazing customer service response..

It goes on, the delivery also included an incorrect item, so I had to email them once again. I was told that I couldn't get the correct item until they had received the incorrect item back - so it's their fault but I have to wait until they receive the item until I get the correct one?! I ended up finding a telephone number for them after googling it and someone offered to send out the correct item as long as I rang up with the tracking order of the returned item. Fair enough. So I have received the replacement item today, and guess what, they have sent the same wrong item again. Yes, really. I laughed when I opened the box.

Customer services couldn't have sounded more disinterested. I was told that they can send it again, at which point I said I need to know it will be the right item (something she couldn't even guarantee), or a refund. I can only get a refund once they receive the return item. No one tried to go out their way to help me and no one sounded bothered in the slightest in the amount of issues I've had, I even requested to speak to a manager and was told they were too busy.

Never ever will I use this website or any other sites relating to the hut group again, and I will be telling everyone to avoid at all costs. It's only when you deal with the seriously incompetent customer service staff that you realise how truly awful this company is.