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The worst customer service ever! I never got my order. There was a mix up at the post office and it was lost. fYI, I am a subscriber. Customer service refused to assist me unless I proved that I opted for shipping insurance? There is no option for this when you subscribe. I am going to credit company to dispute the charge. Awful and untrustworthy brand!!
Fast delivery. Ordered 2 hair serums. Excited to try their premium products!
Great products bad customer service. I tried these out after most hair care brands were irritating my scalp (even medicated/GP provided ones). Within a few days the irritation was gone, and I was a covert to the brand. My hair also felt thicker, and looked shinier, and had less shedding and breakage within a month.
All went well, but my subscription was auto-set to deliver every 2 months which was too soon for me. I changed this in the manage subscription panel to 4 months. However, at 2 months more was sent and I was only notified after it was already being shipped. There was no reminder message to say it's due soon.
The first time this happened I thought maybe I had not done it right. So accepted the order and reset the subscription to deliver every 4 months. 2 months later and the same thing happened again. So this time I contacted customer service asking them to not ship this order and look into the issue. Something (not me) keeps resetting my order to ship every 2 months - perhaps an issue with their shopify integration.
However the customer service team did not cancel the order as requested and it has now shipped and I am being charged a lot of money. They have not agreed to look into the issue nor to remedy the too frequent charging. As a result I have had to cancel the subscription to prevent excessive charging and the sending of product I do not need. This was their customer service response:
Hi XXXX,
This is your recurring order charge confirmation for your subscription at Act+Acre UK.
You may manage your recurring items by clicking here:
Manage Subscription
Please email us at XXXXXXXXXXX if you have any questions about your recurring orders.
-Act+Acre UK
This response did't address a very clear request to stop the order, and acknowledge the issue in their system. I have a lot of subscriptions with other companies and do not have these issues when managing the dates they will be sent. There should be a check/reminder before an order is placed even for a subscription as mistakes can happen. I am wondering whether they do not want to fix this issue because then their sales would be reduced. Such a shame as would have loved to keep a subscription for this if it could have been resolved.
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