Halo’s London レビュー 

Halo’s London からの回答

2024年5月21日 に更新

Thank you for your feedback. We take all customer concerns seriously and aim to address them promptly and effectively.

We have thoroughly reviewed our communication records and found that we received only one email from you, to which we responded promptly, offering a return option for the earrings. Additionally, we offer a live chat facility for immediate assistance, which was not utilized in this instance. As we have not received any return request from you, we assumed you chose to keep the earrings.

We understand your disappointment with the slight bend in the earring post, which can be easily adjusted or returned if not suitable. These are the only two options available in this instance, as we believe issuing a refund or replacement for such an easily fixed issue is unreasonable.

We are committed to ensuring customer satisfaction and regret any inconvenience you may have experienced.

Please reach out to us if you have any further queries.
Kind regards
Halos London Customer Service Team

Halo’s London からの回答

2024年5月10日

Thank you so much for taking the time out to share your experience with others. We really appreciate it. Especially since we are not on a paid trust pilot plan. You are awesome! Thank you once again and hope to see you back at our store soon

Halo’s London からの回答

2024年5月10日

Thank you so much for taking the time out to share your experience with others. We really appreciate it. Especially since we are not on a paid trust pilot plan. You are awesome! Thank you once again and hope to see you back at our store soon

Halo’s London からの回答

2024年4月21日 に更新

UPDATE: on the 20.04.2024 Evri confirmed to us that they have searched their network for the package but could not locate it and so presumed the item is lost. We then issued a full refund to the customer on 21.04.2024

Good afternoon. I can see that you sent 1 email on the 15th and one on the 16th. I cannot locate the other 2 messages. Apologies for the late response. We have one member on staff currently monitoring the emails and they endeavour to respond to all queries within a 48hr time period. We also have a chat facility on the website which may yield a quicker response time. In regards to your order, it was handed to evri on the 10th with a 2-4 day delivery service. This should have been delivered by now. But since it hasn’t we will now contact evri and raise a claim. The tracking still shows that it is delayed, so we are not sure if it’s been lost or is just delayed. Somebody from our customer service team. will be in touch shortly to update you on your order.

Halo’s London からの回答

2024年5月10日

Thank you so much for taking the time out to share your experience with others. We really appreciate it. Especially since we are not on a paid trust pilot plan. You are awesome! Thank you once again and hope to see you back at our store soon

Halo’s London からの回答

2024年5月21日

Thank you so much for taking the time out to share your experience with others. We really appreciate it. Especially since we are not on a paid trust pilot plan. You are awesome! Thank you once again and hope to see you back at our store soon

Halo’s London からの回答

2024年3月28日

Thank you so much for taking the time out to share your experience with others. We really appreciate it. Especially since we are not on a paid trust pilot plan. You are awesome! Thank you once again and hope to see you back at our store soon

Halo’s London からの回答

2024年3月28日

Thank you so much for taking the time out to share your experience with others. We really appreciate it. Especially since we are not on a paid trust pilot plan. You are awesome! Thank you once again and hope to see you back at our store soon

Halo’s London からの回答

2024年3月28日

Thank you so much for taking the time out to share your experience with others. We really appreciate it. Especially since we are not on a paid trust pilot plan. You are awesome! Thank you once again and hope to see you back at our store soon

Halo’s London からの回答

2024年3月28日

Thank you so much for taking the time out to share your experience with others. We really appreciate it. Especially since we are not on a paid trust pilot plan. You are awesome! Thank you once again and hope to see you back at our store soon

Halo’s London からの回答

2024年3月6日 に更新

UPDATE: this order was delivered on Monday 4th. Customer said they have received the item on email. We asked if they could update the review to reflect this, but they have since stopped responding. And this is the reason why review sites like trust pilot do not work. The majority of organic reviews are from people who use the platform simply to complain. When the issue is resolved or as expected it is too much of an effort to bother leaving a review or updating a review.

Please check your tracking number WG193516914GB on the Royal Mail website. The tracking shows that the item is currently with Wellington DF delivery office. We have contacted them this morning to query the failed delivery attempt notification. They advised that the address was incomplete so the post person did not know which address to deliver to. We provided them with the missing information and they have now confirmed that delivery will take place in the next 1-3 days. I would like to advise that it is always worth while reaching out to any company querying an order before jumping on a review platform. We have a chat facility and also a contact form on the website. None of which were utilised. Our first notice that anything was wrong with your order was your trust pilot review. Had we been given notice, we would have made contact with the courier and rectified the situation as we have now done. Hopefully you’ll be able to update this review once the item is delivered. Thank you

Halo’s London からの回答

2024年3月28日

Thank you so much for taking the time out to share your experience with others. We really appreciate it. Especially since we are not on a paid trust pilot plan. You are awesome! Thank you once again and hope to see you back at our store soon

Halo’s London からの回答

2024年2月16日

Thank you so much for taking the time out to share your experience with others. We really appreciate it. Especially since we are not on a paid trust pilot plan. You are awesome! Thank you once again and hope to see you back at our store soon

Halo’s London からの回答

2024年1月28日

Dear Andrew, We sincerely apologize for the inconvenience you experienced with your order. This falls short of the high standards we aim to provide. We're truly sorry for the mix-up with the necklace length and any subsequent difficulties in communication. Please know that your feedback is invaluable to us, and we'll be taking steps to address the issues raised to improve our service. If you could provide your order details, we'll investigate the reimbursement matter promptly.

Thank you for bringing this to our attention.

Halo’s London からの回答

2024年1月9日 に更新

Today is the 9th of January. Tracking number WG095868125GB shows that the parcel was delivered yesterday, on the 8th of January at 11:31 by the Royal Mail Preston central delivery office. The postman has taken a picture of the parcel in the letterbox of your front door before posting it. This information is attached to your order. If you have any further questions please contact our customer support team who will be happy to look further into this matter

Halo’s London からの回答

2023年12月16日 に更新

Good afternoon Dale. Tracking number WC437266339GB shows delivered on the Royal Mail website. My apologies that you have had an unsatisfactory order with us, I take it the other two previous orders went smoothly? It is extremely busy during this time of year and as a result we have hired some temporary staff to help manage with the Christmas rush. It may have been a Christmas temp that answered your query. Looking at your orders I can see that they each show a delivery status of delivered. We currently use Royal Mail to delivery our parcels so the delivery confirmation has come through from them that the parcels have been delivered. This is not our own system but royal mails. If you could kindly let me know which order it is that you say has not been received and I will raise a claim for you. You can either contact us directly on info@haloslondon.com via our chat facility or by responding here on trust pilot. Please bear in mind that this is our business time of year so so response times will be a little longer, but we will definitely answer and follow up on whichever order is in dispute.
Kind regards
Nixon
Halos london customer services

Halo’s London からの回答

2023年12月16日

Thank you so much for taking the time out to share your experience with others on trust pilot. We really appreciate your feedback and hope you return to our store soon

Halo’s London からの回答

2024年2月16日 に更新

UPDATE: The chargeback claim raised by this customer was revered by the bank when they looked into the details of the case. We provided a returns label, which she refused to use because the item she was claiming was ours was in-fact an old ring she already had, which had degraded and she was attempting to get a quick refund by showing us an image of her old ring.

We had a lengthy conversation with this customer via our chat facility. there seems to be more To this story than the customer is telling. She received the ring on Wednesday 1st of November. On Friday 3rd of November she made contact with us and uploaded a picture of a ring that was heavily corroded. As the ring was showing major signs of wear and tear, we questioned how this was possible in a 48 hour time period and requested for the ring to be sent back before we issued a full refund. We provided the customer with a free returns label to send the item back. The customer refused to send the ring back and insisted that the pictures were enough. It is pretty common e-commerce procedure on any web platform to return any purchase for a full refund, so we don’t understand why the customer refused to send the item back. This threw doubt into the legitimacy of her claim. We also queried why the customer even wore the ring if she did not like they way it looked when she received it. She had no real response to this question. We provided the customer with a returns label and informed her that we would refund her once we have received the ring. She refuses to return the ring and insist we refund her without her returning the ring. We don’t understand why she has taken this stance. Your guess is as good as ours.
Unfortunately This is how some people chose to misuse trustpilot and other review sites, when attempts to defraud a company are queried

Halo’s London からの回答

2023年10月16日 に更新

Good morning Kayleigh,
Thank you for taking time to provide your feedback. We do apologise that you haven’t been able to reach anyone. Our inbox and chat facility is monitored pretty closely so I’m surprised to hear you say you haven’t had a response. If you messaged us directly through the shop app, which some customers have, we don’t receive those notifications. The best way to contact us is directly on the website, either through our chat facility or the ‘contact us’ form. We are trying to fix this issue with shop as it leaves a communication gap and causes issues like the one you have experienced. In regards to your order I have checked your order and can see that you have 2 orders. The most recent being in September. Could you please reach out to us on the chat facility or via the ‘contact us’ form and someone will help resolve this issue for you.
I would like to point out that the reason I was able respond quickly to your review so quickly is because trust pilot sends a notification that comes straight to our email inbox when a review is left. We do not ignore any emails that come to our inbox. Sometimes emails are automatically moved to our spam folder by the email provider, but this issue seems to have been resolved now. If you contact us directly on the chat form today, someone will assist you further.
Thank you