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Appalling customer service & items not received

Strangely I received the £10 wheel spin items but not the £25 mystery box. I have been chasing since early February with some reply (telling me it is being posted out by Friday etc) however 16th April and I still haven't received it. I have emailed numerous times, contacted on their website & tiktok yet still no missing items. Ive even requested the delivery info after they tell me I should receive it soon but they never provide it, I had so much trust this company wasn't a scam but its the only conclusion I can make.

I've had a message from the owner and various from a manager but still no sign of tracking details or the missing items. Cannot get on chat on the website now either (I can see from other reviews that they seem to disable this).

1st April I was told:

"....They (Hermes) said the text or email will come across before 12am please let us know as soon as it does as we will keep track also"

Weeks later and still no tracking and no response to my chasing emails :(

I found this wonderful business on tictok and it was the best thing I ever did by purchasing. Blown away by all the stuff I have bought so far and will always support this business now. If you love your makeup you will love this business. Customer service above and beyond.

Honestly the best value for money I have ever seen! Was watching the lives on TIKTOK and she is so kind and genuine and so is her brother! They do such a good job making everyone feel welcome! Ordered for the first time in January and bought every month since and probably made about 10 orders 😂! Absolutely love them!

At first I couldn’t fault the service, order was sent out quickly and arrived without a problem, on opening the package I found the main product was faulty (this happens, not a big problem) I contacted customer service and was told a replacement would be sent out, this was January. No replacement arrived in the following weeks so I emailed again, this time the wait for a response was a little longer, I was emailed back saying they were chasing it up and again a replacement would be sent out ( this was February) still no product and no response to emails/ any updates.
Wouldn’t recommend.

UPDATE-
replacement was finally received a week after posting this review. Shame the issue couldn’t have been resolved before posting this review.

So dissatisfied with this company , placed an order on the 18th of February and it stated on the website up to 6 days postage fast forward nearly a month later and still no reply ! I have emailed 5 times and also messaged on Instagram but only had one reply on March 2nd stating it was being dispatched . This was a blatant lie as I’m still waiting 2 weeks later ! No parcel and no decent communication, at this point I just want a refund . SAVE YOUR MONEY AND YOUR TIME !!
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UPDATE : finally got my refund but will NEVER purchase from these scammers again .

Horrendous customer service which is such a shame because the product they offer is so good!

I ordered back in November in the Black Friday sales (#3294) after being ignored numerous times I finally get a response saying it been reshipped I’ll receive it in a couple days… 2 weeks later and still nothing and now I’m being ignored again!

Placed multiple orders. None of these recieved
Orders were made in 2021 May June August
I have been continually chasing for these and told postage delays, lost packages, its been resent, extra things for compensation.
I have contacted via email, Instagram, Tiktok though lives, private message and comments
Always told its being looked into with nothing coming from this

Update: don't know what company reply means by suggesting " previous company" when this is where I purchased from and have been attempting to communicate with for almost a year of losing my hard earned money

Update: emailed in again and surprise surprise no response or action. Just been strung along again.

Update to reply: Hi it has not been resolved. Been advised it was resent but nothing recieved. Been blocked on their social media for raising this

I really wanted to like this company.. I placed 3 orders with them on the 26th January and another on the 30th January, I still haven’t received! Iv emailed and contacted them on a number of occasions as my orders were never “shipped”. When I asked for a refund two of the orders were marked as shipped and one was refunded, to me that’s a-bit suspicious that when you ask for a refund your orders get marked as “shipped”. After waiting a week or two there was no tracking number on these orders, so I contacted again and told to wait again for the delivery company to upload the tracking. Still till now I have no orders and no tracking number.
Iv emailed and messaged them Over 10 times, now I’m waiting for the delivery company to get in touch with me and for NODBOX to “investigate”
I don’t believe my orders have been shipped at all!
I just want a refund for my orders!

4635 4657

Firstly I think that the business is incredible and that the products are amazing, however I placed my first order over a month ago for a £100 mystery box, and still haven't received it, and it's still saying unfulfilled, which has been really unfair considering orders that have been placed after I placed my order in lives have been shipped multiple times before mine, and I am still waiting. They say they have caught up on the back log but still mine hasn't been received. They are doing new sales and offers now which will probably be sent out whilst I am still waiting, and will probably take priority over my outstanding order. I have contacted customer service numerous amounts of times only to be either fobbed off, or ignored like now as I still have a live chat message from last week unanswered, also I was told my issue would be passed onto management and that they would get back to me which they haven't yet. I am so gutted as like I said the business is amazing, and you get great products for a fraction of the price, I would have been a very loyal and regular customer, but this has definitely put me off. If you order on the lives you will get your orders quickly, and you will be a priority, if you order outside of that you will probably still be waiting like me, and judging by some of the other reviews on here I am not the first to experience this which is such a shame. Just an update on my order I received my box today and it’s amazing packed with great brands and definitely worth more than I paid for it with a great selection of skincare and makeup. They also sent some freebies to apologise for my delay as it was coming on for nearly 2 months, which was very nice of them. My daughter will love the bath crumbles and the hair serum I will definitely use, so thank you nodbox I am very happy with my box.

I’m soo over the moon with my mystery box! I absolutely loved everything I received and delivery was very quick also. Can’t wait to order again. So Thankyou so much. 1000% recommend

Ordered 3 times in November and still haven’t received anything. Been trying to get a refund since January and still no luck. They apparently sent the orders again last month but no sign of it or tracking number? Not had a reply for weeks, seems like a common occurrence looking at the reviews.

Edit*
November 28th #3575
November 28th #3556
November 26th #3496
You did message me the other day about a refund AGAIN but still not been sorted

48 days still haven’t received my box I’ve emailed this company multiple times they had said it’s gone from there warehouse but it clearly hasn’t brought my box on the 20th January it’s a out of order because other people have received items they have just brought on spins and things like that

Really disappointed with my experience :( I have made 2 separate orders, both in November. First order arrived around a month after ordering (as expected) and was amazing. However, my 2nd order never arrived. I have been in contact via Email/Live chat more than once and have been told on 2 separate occasions that it will be resent. It is now 4 months since I made my order and I’m absolutely gutted because it doesn’t look like it will be receiving my order. I don’t have much spare money so this makes matters even worse after treating myself. Lesson learned I guess. 3412.

An unfortunate experience.

I ordered my first box and everything was amazing, products were great and the customer service was great.

I ordered a total of 8 times and only received 5, I had to go through the bank for a refund for the other orders as my emails were ignored after trying so many times. Such a shame as the products are incredible. The whole experience was stressful and not what I had hoped for.

Edit - in response to reply email sent 27/02/22 at 11.15 with order numbers

Edit 16/03/22 - email was ignored despite responding and chasing once/twice.

***Update: my original review was flagged by NODBOX and removed despite being true. Reposted below. To be transparent, after not hearing anything else back from NODBOX, I made a chargeback via my card provider for a refund. Do not order from this company***

Slow customer service, parcel still hasn’t arrived. Ordered on 13th January, over one month later there is no parcel despite being told it has shipped. Have contacted multiple times to try and obtain a refund as the parcel is clearly lost with no response. Agree with multiple people on here - please stop taking so many new orders if they cannot be fulfilled in a decent timeframe. It took over 3 weeks for the order to even be processed yet I purchased my order during a Live Stream and saw multiple other parcels with orders purchased at a similar time to me (similar order numbers) being packed and parcelled before my eyes. Disappointed to say the least. Would not recommend.

Ordered on the 20th January and still nothing. Everytime I message customer service I'm told its another 1-2 days. Parcel still hasn't arrived and I'm still waiting 1-2 days.. 3 weeks later. Customer service is fab and always get back to me but I shouldn't still be chasing my parcel this far on
I'll update this as soon as I know more as I love the idea of the company and understand owning a small business can be stressful bit its been a Month now

You all see the reply to this on the 24th yes? We'll its now the 08.03.21. And my parcel still ain't here! I'm being given excuses that it's a different email so it needs resolving when it absolutely is the correct email as i have the recieot in my email!!! and to wait a few more days. I really was going to give the benefit of the doubt and order again but no way!

ABSOLUTELY HORRENDOUS. I kept changing my review to 2-4 cause it was being dealt with but at this point it's blatantly obvious I'm being thrown around and my issue jasnt been taken care of as I can't even be given a tracking number.

I didn’t have a great first experience with Nodbox, had to wait a month for my order to arrive and I was m lied to and told my order had been sent when it hadn’t been - as Hermes were still waiting for the parcel when I got a tracking number weeks later after chasing and chasing on live chat!

Anyway, I’m editing my review to make people aware of the influx of “positive reviews” that always crop up after a few negative ones. You can tell they are fake by reading them/looking at the use of language. They all ‘read’ the same with super long sentences and hardly any punctuation. And of course the owner of the company will be able to help verify the reviews if needed as they can create unlimited orders.

I’ll end my review with a quote from one of the recent positive reviews 👇🏻

“Some of the order numbers shown are 5 days ago 😂 honestly!!!!!!!!”

- now even if this was true, how would a random customer know when an order was placed just by looking at the number?

EDIT 2: Contacted my bank on 21st Feb after a month of waiting and vague replies. Providing tracking information is all I asked for and not being able to do that after a month is not acceptable.
I hope other people pay attention to the reviews like mine and don't waste their money.

EDIT: Finally got an email on Tuesday 15th Feb to say my box was on the way, however still no tracking information. I emailed today (17th) and got an almost immediate response asking for my order number (which was in the email subject title) so I replied and haven't heard back.
PLEASE can I get an update with tracking information or a refund as this is becoming ridiculous now. I have seen an increasing number of reviews similar to mine and it gives me little hope that my order will actually arrive.

I ordered a Black Friday box previously and received a dispatch email the following day, my order arrived within 2 weeks and the box was amazing - Mac highlighter, Huda lashes, Plouise etc.

Ordered again on 20th January (4504 - box and 2 grabs) and have repeatedly asked on chat / lives / comments if my order has been dispatched; I have been told yes, but my order still says 'awaiting fulfilment' and I have not received any tracking information.
Please could I get a formal update or dispatch email by end of day 11th Jan or a refund as 16 business days is extremely fair considering newer orders are being packed on live and sent out before older orders.

I would love to give 5 stars due to the product quality, however due to delays I had to be honest. I am happy to update once my issue is resolved.

I have tried several times now to email your customer service team with absolutely no response. I have written a review on here previously but reviews seem to be the only way to get any sort of response.

I am still waiting for some sort of answer regarding my missing package from November. Can someone get back to me as a matter of urgency? It’s is not fair that every day I am seeing new orders being fulfilled with no response to any email I have sent in the last 2 months.

Really love this brand a lot, fabulous products and can really see the hard work that goes in to it!