We are very sorry to read your review and have a different version of this situation.
On 18th July, you rang us about your allergy to Sodium benzoate, which by the way is not a 'chemical' but a natural ingredient used on many food products. You said that you bought the Organic rose water cleanser and toner without reading the info. Our Founder stated that all ingredients are clearly listed on the website. Despite this, our Founder offered to refund the full price of £9.29 for the product and out of her good nature, she said you can keep the product to give away to someone who can make good use of it. This also save you time and money sending it back to us. However you insisted on sending it back to us and your later email confirmed the same. Below is your email.
'Dear Sir Madam
Sorry to say after my Rose water received I noticed one ingredient that I am allergic.
The ingredient is Sodium Benzoate.
I am happy to send back I the package you sent me so I will wait for your instructions.
Again I am sorry I did not notice when I ordered.
Yours Judy Wardell'
Here's our reply:
'Hi Judy
Please could you send to
Georgina Tang, -------------------------------------
I can only refund the product of £9.29 as I spent £5.09 on postage to send out the parcel to you. The ingredients are listed on the website.
Best wishes
Georgina'
Here's your last reply:
'Thank you
That will be fine the refund £9 29 .
Judy Wardell'
As you can see the content of your review do not trufully represent what actually took place. We are at a loss for words regarding your actions when we went above and byond our responsibilities as a retailer! Standard policy for all retailers requires the return of the product for a full refund, however our Founder offered you to keep the product for free!
Many businesses, including ours, receive inaccurate negative reviews, which can still affect their operations. Potential customers rely heavily on reviews, so it's crucial to consider the impact of leaving a negative review, especially when it's untrue!
Our customer service has been exceptional in our 10 years of operation, we have never receive a negative review until yours.
