ComplaintsforGot the Look, Inc

• Initial Complaint

  11/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  August 11, 2022 is when I placed the order in the amount of $112.97. It was supposed to be delivered on August 15, 2022. I contacted got the look on August 16 and 18. Got the look said on August 18 that ***** would retrieve the order. August 18, 2022 got the look said ***** had retrieved my package. I contacted ***** myself on August 18 to see when I could pick it up from a location. ***** said they didn't and couldn't retrieve my package. I haven't been able to get my package or a refund.

  Business response

  11/28/2022

  This customer reached out out us on the 16th of august saying she did not receive her package. We filed a claim on her behalf and had them start a missing package trace. We later discovered that she had provided us the wrong address to mail it to when she provided the correct address. We contacted ***** and they told us they would recover it as it was delivered to a neighbor across the street. But the customer claims they still never got it. The *** ** representatives we spoke with said it was recovered and would be delivered to the customer. Yet the customer still claimed to not get the package. We told the customer that in this case there was nothing further we could do as it was a mistake they made not our company or ****** We also found that she had ordered to the "incorrect address 2 times prior to this package and one of her orders had been flagged for fraud 1 time prior to this order. We determined that the customer had purposely presented us with fraudulent information about the package on this order. We explained she would not receive a refund or exchange several times. 
  As for the calls with ***** a representative had told us they recovered the package every time we called them back. This customer claim she never received it and when she called they said something different. We can only go with the 5 phone calls we made to them and what the 5 different representatives had told us.
  
  In cases such as these if there is misinformation provided we try our best to help the customer recover their package. However as we state on our website, any package delivered to the wrong address through the fault of the customer, is not our responsibly once it is delivered. 

  Thank you

  Customer response

  12/08/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I have a voicemail from ***** saying they never retrieved my package. Nor have I ever been flagged for fraud by *****. I'm paying for items I haven't received nor has it been said that the items could be reshipped to me. All around poor customer service and clearly slandering! I'm not just not fine with paying my hard earned money to a company that does that and tells lies about a customer.
  
  Regards,
  
  *****************************
  

  Business response

  12/30/2022

  This Customer claimed we shipped to the wrong address. However her 2 previous orders all went to ****************** with no issues. This time she said her real address was *** ***** ***** **. 
  
  All Conversations with ***** rep on our end said she would receive her package. 
  We informed her that we could only try to help recover her package as she provided us with the wrong address and it had already been delivered. 
  
  ******** also contacted us about her and rejected her refund claim because our evidence supported that we did everything correctly and the customer provided us with incorrect/misleading information. 
  
  Here are our supporting documents. 
  
  We have more documents but we can only give 4. 
  

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