I orders a parcel and after apparently 3 attempts to unsuccessfully deliver my parcel by courier I was finally notified with a slip and contacted by email. I was told they would resend my package which I was satisfied with ( however I do believe I should have been notified by the first delivery attempt). My package however this time was being sent by mail. I waited over 2 weeks and when the parcel had still not arrived I contacted customer service. Even though on the website it says between 4-8 working days, I was then informed that technically they have to wait until 12 days until a parcel is late. Which is ridiculous. I had waited 11 days ( so by this time it was over 3.5 weeks since i originally ordered) and I was requested to wait longer and then as a goodwill gesture they would send me another package. ( If i waited over the weekend). I wasn't prepared to wait so I demanded a refund and am also horrified that the customer service team member felt the need to point out very clearly to me more than once that should the parcel arrive I am to either refuse it, send it back or I would have to pay for it. The parcel still hasn't turned up. There had also been a sale on on the products between the time I ordered and while I was waiting for my parcel. So I re ordered my order after getting my refund, and paid for next day delivery to ensure I received the product. The parcel that never arrived still didn't arrive. The prices on active beauty are great, and this is the first time I had problems. I would recommend that you pay for next day delivery to ensure you don't experience the same thing. In my experience they are great until a parcel doesn't arrive and then they don't treat you like a decent customer. Which is shocking considering I have been ordering on active beauty for a few years now!
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