Some issues
Ordered numerous things. First problem was delivery (technically the courier’s fault, not Vove, however added to the negative experience). Delivered to the wrong address. My 2 orders have been sent out to me across 3 parcels, one of which I still haven’t received (says delivered, tracking via ‘shop’ app is terrible, no idea where that package is). The main parcel was a big envelope essentially, & not fit for purpose. The lid had come off the laundry booster, so that was covering everything else in the package. The lid didn’t fit securely, so it should never have been sent out like that. So, that product is now forfeited, as it had to be washed off everything else. So, paid for it, didn’t receive it in a useable form. The washing up liquid powder doesn’t dissolve properly, and just leaves things covered in a sticky film. It also has an unpleasant chemical smell (artificial lemon, like old school floor cleaner). The plastic pump dispenser on the glass washing up liquid bottle also doesn’t work. These products aren’t cheap. In my opinion it’s entirely style (on the website) over substance. Products aren’t received in a useable state, if they are received at all. And the ones that are aren’t worth what they are charging, in my opinion. There are better eco friendly brands out there. I won’t purchase from Vove again. Thoroughly frustrating & disappointing experience. Order number: 13584 & 13585 Emailed detailing issues & attached photos of the state of the items as delivered. Awaiting response.
Response:
‘Thank you so much for taking the time to write to us, and I'm truly sorry about your experience. This is not the standard we hold ourselves to, and I completely understand your frustration.
Let me address each issue:
Regarding the delivery and soggy packaging: We are a very young company and currently in the middle of a warehouse move. For some orders, we've had to fulfil from inventory stored at Amazon, and unfortunately they do not handle deliveries with the same care we do. That's no excuse, but I want you to know this is something we're actively working to resolve as we complete the transition.
Regarding the laundry booster lid: You're absolutely right that this is not acceptable. We designed the booster to ship in boxes, but we've learned the hard way that we're not always in control of how it's handled in transit. For our next production batch, we've already made changes and are applying multiple safety stickers to the lid to prevent this from happening again.
Regarding the washing up liquid spout: This one I think we can actually fix for you right now! The dispenser needs to be "activated" before first use. If you hold the inner circle in place and then screw the top part counter-clockwise, it should release and work perfectly. Without holding the inner ring, it can just spin freely and feel stuck or broken. I know that's not intuitive, and it's something we're working on improving for future runs.
As a young brand, our first production runs will sometimes have issues like these, and we take every piece of feedback seriously because it helps us get better. But I also know that none of that changes the fact that your experience has been disappointing, and I'm sorry for that.
I genuinely want to make this right for you. What would you need from us to feel good about this purchase again? Whether that's replacements, a refund on the damaged items, or something else entirely, I'm happy to sort it out.
We really appreciate you giving Vove a chance, and I hope we can turn this around for you’.
‘ Thank you so much for being fair and giving us the chance to make this right - it really means a lot, especially as a young brand still finding our feet.
I'd love to get a replacement laundry booster out to you. I do want to be upfront though: as we're still in the middle of our warehouse move, we don't yet have full control over how inventory is packed and shipped. So I want to give you a couple of options and let you choose what works best for you:
I send the replacement now — but with the honest caveat that until our move is complete, I can't 100% guarantee the same issue won't happen again in transit. If it does, I'll of course make it right straight away once we're fully set up.
I wait until we've completed the move (shouldn't be too long) and send it once I can personally ensure it's packed properly and arrives in perfect condition.
I process a refund for the laundry booster if you'd prefer not to wait.
As for the hand soap starter pack, that should already be on its way to you, so fingers crossed it arrives soon and in good shape!
And thank you again for the feedback on the dispensers and delivery. You're spot on, and it's exactly the kind of input that helps us improve. We're taking it all on board’.
