Frustrating returns process and poor customer service
I had a very disappointing experience with Opal Medispa Store and would not recommend them.
I ordered three conditioners in the wrong shade and contacted the company on 15 October to arrange a return, well within their advertised 30-day returns window.
After receiving no response to my initial request or follow-up, I eventually had to contact my credit card provider and initiate a chargeback.
Only then did the retailer get back to me, claiming they had already sent return instructions, which I had never received.
Their website stated that a return shipping label would be provided. However, when I requested one, the company admitted that their published policy was outdated and that they were unable to provide the label as advertised.
I therefore paid £6.05 myself to return the three unopened products via Royal Mail Tracked 24 on 29 October, and provided proof of postage.
Despite following up, I still haven't received confirmation that the parcel has arrived or a clear response regarding reimbursement of the return postage.
My credit card provider has provisionally credited the original purchase through the chargeback process, but this has not been resolved directly by the retailer.
What should have been a simple return has turned into weeks of unnecessary emails and frustration.
Very disappointing customer service.