Monday, 2 June 2014

Treating Customers in a Slightly Nicer Manner than Before: Lockshop Part 2

Hey girls and boys!

I've been asked by a few people to keep them up to date on my little situation with Lockshop Wigs. Now things have come to a close I can now provide you with further details and what resolution Lockshop and I both reached.

If you missed part one, read it here.

Where I left off last time was myself feeling rather insulted after the customer service team implied that I was 'threatening' them for putting the truth out about their treatment of myself and how I had to tell them I would put a PayPal dispute in if I didn't receive some sort of response.

I'll be honest and admit that I was angry and upset after that response. As a result I sent the below response to Lockshop:

It wasn't my smartest move quoting laws that most likely don't have any effect on Lockshop. I'm also unfamiliar with disputing things via the internet (trust me it is so much easier in real life) that this was my first time confronting a company that had provided me with less than stellar service over the Internet.

After posting a link to my previous blog post to my personal facebook I was urged my friends to lodge a PayPal dispute, which I did.

As per the screencap, I did receive an e-mail from the owner of Lockshop who was pleasant to speak to as well as understanding and sympathetic to my predicament. She was nothing like the Customer Services Team to my relief.

The reason there was a delay between Lockshop replying and my response was due to taking a vacation, which was the reason I needed the wig, and I didn't want to reply to such an important e-mail from my iPhone. In addition this provided me with additional time to cool my head and think through things rationally.

Something that did catch my attention was that the tracking number provided was seemingly incorrect? I had previously tracked the parcel myself so I know the number exists and the parcel was definitely shipped but the number they provided to PayPal came up as invalid when I attempted to track it. I'm not sure if it was a typing error on their part?

As previously stated I did receive a polite and courteous e-mail from the owner from Lockshop, or the person I've heard to be the owner from a few friends. I was really relieved to receive something as I felt like I was no longer being ignored and pushed aside by Lockshop, although I am slightly disappointed I had to go through with lodging a PayPal dispute.

I'm really sorry for the width of the below screenshot as I couldn't make it any smaller without distorting the text to it being unreadable.

I sent an amicable response back on 27th May to which I haven't yet actually received a response for. As this was sent to a personal e-mail address as opposed to a company e-mail address I think that this may be understandable.

As my e-mail is very long I've chosen some parts of it. If people would like to see the full version I have no problem with providing this. It included screenshots proving that all e-mails I claimed I had sent were actually sent, proof that the address used had hundreds of other parcels delivered to it, etc.

The whole e-mail is me pretty much giving Lockshop a little bit of a scolding!

After this I received an e-mail from PayPal saying that Lockshop had requested that this to be raised to a claim and if I didn't respond they would rule in Lockshop's favour. A few days after this I received an e-mail from PayPal saying that they were now asking Lockshop for further information.

As the Resolution Centre didn't update and I received no further e-mails from PayPal I can only assume Lockshop didn't respond to this request. However, I also received no further e-mails from Lockshop either so I'm not too sure what is happening on their side of things.

This morning I received an e-mail from PayPal saying that they had ruled the case in my favour.

Whilst I'm pleased about this, I've been left with a sour taste in my mouth after being let down by what I thought was a really reputable company who's wigs I've been admiring for the longest time. I would have honestly loved to have received my wig in the end and be proven wrong but here I am, wigless (although with my money back!).

As an admirer of their wigs for the longest time I'm honestly just disappointed. I had planned to purchase their Starlet wig in a variety of colours as it was everything I wanted the Mermaid wig to be and more. The Gunmetal, Flaxen and Vanille colourways of this particular style were absolutely gorgeous! I guess I'm going to be looking for a dupe of those now as I imagine I'm on Lockshop's blacklist as I managed to receive a refund and caused some trouble for them and because I'm not sure I want to deal with a company that gave me such a headache all over again.

Really, wigs shouldn't be this much effort!

Whilst I was looking for reviews on Lockshop hoping my case was a one off I only found one negative review which Lockshop quickly amended. Since posting my troubles with them I've noticed a few other people calling them out on the quality of their wigs, etc. which is a little troubling.

My experiences with Lockshop may just be one negative case in a sea of thousands of positive reviews but I can only urge people to bear my case in mind whilst purchasing from Lockshop. No wig is worth this amount of trouble.

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  1. Ah, I'm sorry you had such a bad experience with them, but I'm glad you were able to get your money back! I also read through your first post, and just had to comment on the Instagram part--I'm sure it's different teams who manage the social media and customer service, so the likes were most likely a coincidence and hopefully not intentional. But other than that, it was pretty unprofessional of the person to comment on the "threats."

    1. It was such a headache to deal with. I hope that they learn from this as a company as there were a lot of messups on their end and I still haven't had any communication from them (although they posted on their facebook last night that they were having internet access difficulties which might be why!).

      I only learnt that after getting upset with them tbh and I've figured out which tags they were going through liking everything from ahaha.