Old stock, No response from Customer Care
Unfortunately my experience has been very poor. Ordered a £70 moisturizer: took 1+ week to arrive with no updates on status of order. Once arrived, package containing the moisturizer was open, lid loose/not screwed on properly, item smelled stale/off, and the spatula included with the cream was so old that the brand logo on it had faded off! I have many products from this brand, including having used this specific item before and I know what they smell like. I have tried to contact customer care 4+ times, twice through email and x2 through the form on the site. There is no response to date. The email for customer care listed on their website provides a bounce back/mail delivery error!!! My order number is 20142. I wont be using this company again and if no one replies I'll be requesting a charge back through my bank.
--- Update: Response stating emails were responded to in timely manner but my first email was sent friday 9th jan regarding order status. I only received a reply Thurs 15 Jan - same day I logged the Trustpilot review. Nevertheless, I can confirm that once contact was finally made the team were quick to resolve the issue and provide responses.
Reply from Our Concept Beauty
Subject: Response to Your Review – Order #20142
Thank you for taking the time to share your feedback. We’re genuinely sorry to hear that you were unhappy with your experience and appreciate the opportunity to clarify a few points.
We would like to confirm that all emails received from you were responded to in a timely manner. In our correspondence, we also offered you the option to return the order for a full refund, which remains available should you wish to proceed.
We take product quality and customer satisfaction very seriously, and we’re sorry that the condition of the item did not meet expectations. While all products we ship are brand new and sourced directly from authorised suppliers, we understand your concerns and offered a full refund to resolve this as quickly and fairly as possible.
If you would still like to proceed with the return or need any further assistance, please reply to our most recent email and our customer care team will be happy to help.
Thank you again for your feedback.
With love,
Team OCB x