Luna & Cash - Ethical Lifestyle Reviews 75

Reply from Luna & Cash - Ethical Lifestyle

Feb 17, 2020

Hi Sally, Really sorry to hear that it arrived damaged. We haven't ever had an issue with our packaging in the past so I can only imagine it has been severely damaged in transit. If you could drop us an email to hello@lunaandcash.co.uk we would be more than happy to arrange a replacement for you.

Reply from Luna & Cash - Ethical Lifestyle

Jan 2, 2020

Thanks Lynne!

Reply from Luna & Cash - Ethical Lifestyle

Dec 19, 2019

Hi Holly,
Im really sorry for your experience and that you felt it worthy of a 2 star review.
Im sorry it was dusty, it had only been 8 days since they had arrived with us so shouldn't have had that much dust on it at all so I can only apologise for that. We are a retail store as well so every product that lands with us is priced with a label. We've never ever found them to leave a residue though so I'm not to sure why it has on this occasion.
With regards to the box, it is a reasonably sized item, of the top of my head around 30cm tall and as such the box has to be a certain size to fit around it, we've never sent any items in any excessively large boxes though as it would run the risk of items getting damaged.
We wrap every item in recycled kraft paper to protect it in transit. We are an eco friendly company with a mission to reduce plastic waste, that is why we use zero plastic packaging in our deliveries. By wrapping the items securely in recycled kraft paper it protects the item and also reduces the empty space in any box which again reduces and potential damage in transit to an item. Again out of thousands of packages were never seen a metal flask damaged by being wrapped in paper packaging.

If there was any scratches on the flask then I'm certain it would have been an error before it was shipped and should have been picked up by us when packing it so I can only apologise that it wasn't. We would of course always replace any damaged item free of charge immediately when its raised to us, customer service and customer satisfaction are a huge aspect of our company. Iv had a quick search of your email address and can see that you've not attempted to make any contact with us at all other than this review earlier today.
If you can drop us an email to let us know of the issue and send a few photos we would of course be more than happy to sort it out for you straight away :)
Thanks
Luna & Cash Team

Reply from Luna & Cash - Ethical Lifestyle

Dec 15, 2019

Hi Stephanie,
Its a real real shame that you've chosen to leave this review. You placed the order and selected to collect from store rather than it being delivered (It didn't charge you any postage because of that). We emailed you back on the 28th november at 11:25am letting you know its all ready to collect at any time but I also said in the email that your address is quite far away so just in case it was a mistake and you did want it shipped we can arrange that for you. Unfortunately we didn't here anything back from you, your parcel is still here in the shop waiting for collection. Today at 11:13am you sent us a message responding to our email from the 28th saying you didn't see the email previously and you would actually like it to be delivered, but then 13 minutes later left us this review :(

I have responded back to your email just know to arrange it to be delivered like you now want but im not quite sure the reason for this review when you had selected collect from store and hadn't responded to any of the contact attempts we made until today.