Should have just bought cheaper from TEMU
I complained because the product wasn't fit for purpose. I paid £8 for a product labeled for a 7-10 year old but was the equivalent size of other brands 2-6 year old ranges and therefore wouldn't even reach her gum line, so would be problematic for her dental health which was the entire point. They refused a refund because I had 'tampered with the seal' (I had attempted to open it, but couldn't because it had a huge sticker all the way round, the seal was clearly not broken through. They offered me good will of 10% but only if I was willing to sink more money into this unhelpful company (this equates to a generous 80p). I thought buying from a UK company would mean better customer service and a better quality product. I was wrong. Should have bought the cheap version off TEMU. Waste of money for hardworking parents.
Respuesta de Lil' Smilers UK
Hi Sophie,
We're sorry to hear that you were disappointed with your experience.
Our 7–10 toothbrush head has been specifically designed for our U-shaped toothbrushes and tested for children within this age range.
While every child develops differently, the product supplied was the correct toothbrush head for the age range selected.
The sticker you refer to is the product's hygiene seal. As these toothbrush heads are intended for use in children's mouths, the seal is there to show whether the packaging has been tampered with. Once that seal has been torn or damaged, we are unable to accept the product back for a refund or resale in line with our hygiene and returns policy. This policy is applied consistently to all customers.
Although we were unable to offer a refund, we did provide a 10% discount on a future order as a goodwill gesture. This was entirely optional and offered in recognition of your disappointment, despite the product not being eligible for return.
We always aim to provide helpful customer service while applying our policies fairly and consistently.
While we're sorry we couldn't reach the outcome you were hoping for, we appreciate your feedback and wish you the best.
Love, The LS Team