Hi Natasha.
I'm so sorry you felt the need to leave a negative review. I have just now emailed you regarding your review as you haven't responded to our request of video/photo evidence showing the fault of the product. As per our policy we do require evidence providing for our records for all faulty items as well as to be able to process a refund. Typically as I explained in our email conversations we do usually require the item to be returned to us however as long as sufficient evidence is provided to show the fault in photo/video form we can accept that and process a full refund for you as soon as this has been received so you don't need to return the item.
You provided one photo which was blurry of just the cap which does not show the fault - after asking you to provide further images of the full product you have chosen to ignore our email and leave a rather unfair review of our unhelpful service instead. We have only asked you to provide the requested evidence so a refund can be processed. As mentioned to you via our recent email following your review we have a full transparency approach when it comes to our customer service and have published our response for others to make a call on if we have been unhelpful.
If you can please respond to our email with the required evidence, I am more than happy to process a full refund for the item for you!
Thank you.
Our reponses:
First Email from us: Oh dear! I'm so sorry to hear you've not had the best experience with our car diffusers, I can only apologise for this as it isn't an issue we have encountered before with them so it may just be you have received a faulty product which is very unfortunate. I'm more than happy to process a refund for you given the circumstances. If possible, please can you provide us with an image of the faulty product just so we have it on our side for our records, thank you! 😊
- you sent an image of just a cap -
Second Email from us: Hi Natasha, I'm really sorry but please can you provide an image with the glass as it is difficult to see what the fault is with the image you have provided? Thank you so much.
- you said glass fell off -
Third Email from us: Sorry for any misunderstanding. After reviewing your first email to us I noticed that you did not mention that the glass is no longer available, only that it is not screwing onto the cap. As part of our standard procedure for handling faulty products we typically require the item to be returned so that we can assess the issue. As long as we receive sufficient evidence of the fault such as clear images or videos we can proceed without the item being returned. At the moment, the image you provided only shows the cap which makes it difficult for us to confirm the issue with the product. Please know that I am doing my best to help resolve this for you and process a refund, I have no doubt about the issue you're experiencing. However, we do need to adhere to our policies regarding damaged or faulty items. I hope you understand our position 🙂
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