LUSH產品英國官網直購之體驗。破損的包裹--與LUSH客服的對話--親切的客戶服務 @ adan&rose的生活雜記

這已經是第n次向LUSH直購了。

訂購之後的第12天，收到了標記為2/2的第一個包裹。

因內容物與訂單不符，數量有缺少，於是趕緊e-mail給LUSH的客服。

Hello,

My order number is UK-LW-16605093

I have received Lush goodies today (October 8th).

But the content does not match my order.

Content only

Big Shampoo x1,

Honey I Washed The Kids Bath & Shower, Soaps, x2

Karma Kream Body Lotion x1

Karma Bath & Shower, Soaps x1

lack of

Honey I Washed The Kids Bath & Shower, Soaps, x1

Karma Bath & Shower, Soaps x2

Dream Cream Body Lotions x1

Please check my order and your shipping records again.

How do you deal with this situation?

I hope that the missing goods will be sent to me. Thank you.

Have a lovely day!

Kind regards,

Xxx

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LUSH的回復~

Hello there,

Thank you so much for getting in touch with Lush Customer Care.

I have just had a look into your parcel and can see that it was split into two parcels, which is probably why some of the products haven't arrived with you.

Could you let me know if you have received two parcels?

I look forward to hearing back from you and getting this resolved for you.

Kind regards,

Cxxx

Customer Care Advisor

經過她們的查證，回信給我說明:「因為這一回的數量及重量較多，無法用一只紙箱裝妥，而且訂購時只支付Royal Mail的投遞費用，所以LUSH就將產品裝成兩箱寄出。」既然如此，就安心等待吧!!

心想標記為1/2的第二個包裹應該是隨後就到了，可是左等右等一直都沒有來。

等待的時間總是漫長的，這期間和LUSH客服的e-mail聯繫沒有間斷，我的詢問以及客服的關懷保持著一定的溫度。

Hello Cxxx,

Thank you so much for your reply.

Waiting for 21 days, I still haven't received the expected parcel (1/2) this week, so I can't see my favorite products so far.

It may be that something wrong should not happen during the delivery process.

The contents of parcel(1/2) are --

Honey I Washed The Kids , Soaps, x1

Karma, Soaps x2

Dream Cream Body Lotions 450g x1

Can you help me track this parcel?

Or do you have other treatments?

I hope to get such a quality product as soon as possible.

Have a nice weekend!!

Best regards,

Xxx

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LUSH的回復~

Hi xxx,

Thanks for getting back in touch. As Ced isn't in today, I have taken over this email. I hope you don't mind :)

I have had a look at our system and can see that your order was dispatched on the 28th of September. While your parcels do not have tracking, as a rough guideline we expect orders shipped to Taiwan to arrive within 7-10 working days, subject to clearance by customs. This means that we would ordinarily expect both of your parcels to arrive between the 8th and the 11th of October. However, as you mentioned, there was a Taiwanese holiday starting on Thursday the 10th.

However, occasionally, orders can take a little longer due to clearance by customs. While it is a little unusual to hear that you have received one parcel and not the other, it may be that your order was separated while making its way to you.

At the very latest, we would expect your second parcel to be with you 30 working days after the date of dispatch - the 8th of November. However, I would very much expect for it to arrive before this date. It's only after this time that we can investigate your parcel's potential whereabouts.

Please get back in touch with us if you have still not received your other parcel by this date.

Thank you so much for your patience while you wait to receive your parcel. Please do let me know if you have any questions.

Have a wonderful day!

Kind regards,

Lxxxx x

Customer Care Advisor

LUSH UK Customer Care

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10月19日於下午8:40

Hello Lxxxx,

Thank you so much for your reply and explanation. I can understand that it takes some time for the parcel to pass through the customs...

I just can't understand why I have to wait until November 8th for reshipment (within 30 days)?

(Is there a fixed number of days per month instead of daily?)

Because the weather in Taiwan is hot, I am afraid that the delay in time will affect the quality of the products.

But I will still wait patiently...

Kind regards,

Xxx

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LUSH的回復~

Lxxxx x (LUSH UK Customer Care)

21 Oct, 12:04 BST

Hi xxx,

Thanks so much for getting back in touch and sharing your concerns.

I can understand why 30 working days might seem like a random amount of time to wait until we can fully investigate the whereabouts of your parcel. I can also appreciate your concern about the quality of the products if Taiwan is very hot at the moment.

We carefully calculate the timeframes of our international deliveries. While deliveries to Taiwan typically take 7-10 working days, it's not unknown for orders to take that little bit longer due to various factors: clearance by customs, backlog at customs, a delay on the part of the postal service. Through careful calculations, we know that 30 working days is generally a very good cut-off point at which we can assume that a parcel is lost.

I can totally understand how frustrating this might be but please rest assured that we will resolve this matter for you if your parcel doesn't arrive by the 8th of November.

Thank you for your continued patience - please do let me know if you have any questions :)

Have a wonderful day,

Kind regards,

Lxxxx x

Customer Care Advisor

LUSH UK Customer Care

他們要我耐心的等待，因為國際郵件有通關、查驗、滯關、分發的種種問題，個別郵包的投遞有快有慢，每一件的命運都不一樣。

在這期間我們有超過10次以上的e-mail往返....

終於第二個包裹在第29天的時候才姍姍來遲，但卻是一個破損且經過台北郵局修補過的包裹。

內容物沒有缺少，但肥皂部分有一點被擠壓變形的感覺。

我隨即回信給LUSH客服，告訴她包裹收到了，以及包裹的狀況。

Hi Lxxxx,

When I saw the parcel, it was re-patched with scotch tape. Some of the carton was obviously damaged, and the filler inside might have been partially lost.The item and quantity of the item are correct...The soaps is soft and slightly deformed, and basically should not affect the quality.

Dream Cream's container is intact, but there is some oozing at the lid edge joint. Because Dream Cream has not been used before,I'm not sure whether its smell and touch are normal, because I know that LUSH products are made of natural fresh raw materials, so if Dream Cream stays in an inappropriate environment for too long, it will cause a change in quality.

I have other questions:

1. Is there a limit on the quantity of purchases for a single item in each order (without considering weight)

2. Because the temperature and humidity environment in Taiwan is different from that in the UK, what is the optimal storage temperature for LUSH products (Lotion, shampoo, etc...)? Is the product refrigerated?

3. Will LUSH open a store in Taiwan?I look forward to hearing from you.

Have a wonderful day

Kind regards,

Xxx

LUSH客服要我將整體的情況拍照傳給他們，以做為日後的包裝投遞的參考。

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LUSH的回復~

Hi xxx,

Thanks for getting back to me with that information about how your order arrived.

It sounds as if, despite sustaining some damage to the exterior, the items in your second parcel arrived looking okay. However, you did mention that your soaps arrived looking a little soft and deformed; might you be able to send over a photo so I can take a look and log this for feedback purposes?

To answer your questions:

1). We carefully consider the weight and quantity of products popped into each parcel. Usually this is done by the size of our boxes but also evaluated by weight, too.

2). There is no optimum storage temperature in which to keep our products, except our fresh face masks which must be stored in a refrigerator. While hotter temperatures can make our products more susceptible to melting, most products should be absolutely fine.

3). I don't believe we are looking to open a store in Taiwan as of yet, but you never know what the future holds!

I hope this email has helped answer some of your questions and proved useful. I look forward to receiving photos of your soaps.

Have a wonderful day.

Kind regards,

Lxxxx x

Customer Care Advisor

LUSH UK Customer Care

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LUSH 客服對於我寄去的照片表示很有幫助，願意免費寄一些不同的產品給我試用。

我想這是表達她們的謝意吧!!

Lxxxx x (LUSH UK Customer Care)

1 Nov, 18:03 GMT

Hi xxx,

Thanks for getting back in touch. Apologies for the slightly delayed response - thank you for bearing with me :)

Thank you for sending over those photos of your soaps; once again, this is really good to have for feedback purposes. Generally, it looks as if your soaps look up to the standard we would expect, but it does seem as if they were exposed to slightly warmer temperatures as they made their way to you.

While it's not part of our standard procedure, I would love to send you out a random act of kindness as I have enjoyed corresponding with you over the last few days. Do you have a particular product that you've always wanted to try?

Do let me know and I will see what I can do. I look forward to hearing from you :D

Have a fabulous day.

Kind regards,

Lxxxx x

Customer Care Advisor

LUSH UK Customer Care

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Lxxxx x (LUSH UK Customer Care)

4 Nov, 18:52 GMT

Hi xxx,

Thanks for your speedy reply!

I have to say, I'm not really aware of other customers from Taiwan experiencing issues with their products due to temperature variations. However, your feedback is really good for us to log for our records.

I can imagine how difficult it might be to pick products without trying them out or smelling them beforehand! I hope you will enjoy the small selection of products that I've sent out to you; perhaps you will enjoy trying something new :)

For your reference, your order number is UK-LW-16605093 and once dispatched, this should be with you in 7-10 working days - or possibly a little longer, depending on customs clearance. In your parcel, I have popped a stimulating shampoo, a soap with a clean, comforting scent, and an apple-scented body lotion that's exclusively part of our seasonal range. Please enjoy!

Thanks once again for getting in touch with us. While I hope this has now been sorted for you, please let me know if you have any questions.

Have a wonderful day!

Kind regards,

Lxxxx x

Customer Care Advisor

LUSH UK Customer Care

10天之後，我就收到了一個小包裹，裡面有三樣產品，還有一些試用品，是他們季節性產品的一部分。(價值含郵資約32塊英鎊，而這個包裹是免費贈送的!!)