Frustrating online experience
I am really disappointed to be sharing this review which is a follow up to my previous one. After waiting for over a month to receive my order the products arrived with faulty caps which had all leaked through the packaging. I sent an email to let Iluumi know and they arranged for a replacement to be shipped. Fingers crossed it does, however this morning when I went to use the product for the first time I realised they have sent me 2 shampoos and 1 conditioner. My order was for a shampoo, a conditioner and a mask. I have sent several emails this morning to let them know they sent a wrong product to be told that it is basically too late, they have already sent a replacement shampoo and conditioner and thanked me for my understanding. I am disappointed to say the least, so much so I have written a second review, when I am not someone who does that. I am also disappointed because when I used the shampoo this morning I liked it and would have liked to have the mask I ordered as well. Unfortunately due to a frustrating experience from the start and not even receiving the correct order I wouldn't recommend purchasing online from Iluumi unless you enjoy getting stressed out and disappointed.
Respuesta de Iluumi
Hi there, Lisa!
Thank you for taking the time to share your feedback, and we sincerely apologize for the frustration and inconvenience you’ve experienced with your order.
We understand how disappointing it must be to receive items that are not correct, especially after already waiting and reaching out regarding the initial issue. Please rest assured that our team is actively reviewing your case and we are committed to resolving it properly for you.
Regarding your recent concern, we would like to clarify that our customer service team has been responding to your emails and assisting with the resolution as quickly as possible. We also want to ensure that you receive the correct items you originally ordered, and we appreciate your patience as we work on this for you.
We kindly ask that a full review be shared once the issue has been fully resolved, as our team is actively working on a solution and remains responsive to all your concerns. We truly value honest feedback, and we would love the opportunity to make things right and improve your experience with us.
Thank you for your understanding and continued patience.
All the best,
ILUUMI
