Those of you who saw my tweets yesterday will know I've had an issue with a product I bought from the Euoko Liberty counter for Mr London as one of his Christmas gifts.
I emailed Liberty Customer Service on 04 February to tell them that the pump on the Euoko moisturiser was faulty, I no longer had the receipt and if I could exchange it (Mr London had only just finished another moisturiser and opened this one up.) Liberty states that it aims to respond to emails within 24 hours of receipt, so when I'd heard nothing back by yesterday, 08 February, I telephoned to enquire. The Customer Services representative I spoke to said that the counter staff had said they'd already spoken to me and dealt with my issue by sending out another pump, which came as news to me. It appears that someone else had had the same issue, and they had dealt with them, but not me (it's not a very good reflection on the quality of the packaging of this expensive brand, is it?) I said as I was in London tomorrow (today) I'd come in to exchange in person.
So, a bit later I received a call from the counter. They're terribly sorry, happy to exchange the whole thing so I get a fresh product, what time will I be at the counter? Then, about 5 minutes later I had another call to ask if I had the receipt. No, as I explained in my email, I do not customarily keep receipts for skincare as you can't exchange it in the UK if you just don't like it, and I didn't expect a £70 moisturiser to have defective packaging. The counter assistant on the phone was then very hesitant about whether she could exchange, so I asked her to call me back if there was an issue.
Receiving no further phone call, I went to Liberty at the appointed time, with my bank statement as proof of purchase. The sales assistant was not at the counter, despite having assured me that she would be. She had left a replacement pump, loose in a drawer, and had asked a colleague from another line to give it to me. The replacement pump was put on my original purchase and luckily it worked, so I left, not very impressed with the customer service I'd received.
Unless this moisturiser turns Mr London into Ewan McGregor's younger, hotter, sibling, I won't be purchasing from Euoko again in the future. I expected better from Liberty.
EDIT to add: please see this post for the follow up on this issue.