Sinful – Cashback, Rebates & Rewards

UPDATE: Since the reply from Frederik. He did indeed reach out and followed through on his pledges. He is the definition of customer service and explained the issues properly and presented options, solutions and managed the process and expectations in a first class way. The outcome was that the goods arrived and the order was fulfilled. At this level of customer service it would be 5* but for the extended delivery times that Sinful have to the UK. It still took about 8 days to arrive from intervention due to the shippers and customs. Not the fault of Sinful, but it is longer than the 3-5 days they aim to deliver within. Overall a tale of 2 halves. I will certainly give them benefit of the doubt and use them again as the products are excellent as are the prices. Fingers crossed that my next experience and review will be as per the 2nd half of this story. ------------------------------ Placed an Order on Thursday with a 3-6 day delivery time stated on the confirmation. Having not heard anything else I called the following Wednesday to enquire why I hadn't received any notification of shipment or further information from the company. I was informed that my order 'was being picked' in the warehouse that very afternoon and that I'd get confirmation of dispatch and the items would most likely be with me the following Monday, Tuesday. I didn't receive any confirmation of dispatch so followed up with an email over the week-end asking if it was actually sent. It's now Tuesday and after a further exchanges of emails, it's apparent this company is having problems. - They admitted that the order hasn't been picked and that they don't know when it will be. - They blamed a new system for all their dispatch problems 'on some orders'. - They claim that all the items are in stock. - They still can't give me an ETA on any of the items or the order in general. If this truly is only 'some' orders, then it's not beyond the realms of supply chain professionals to set up an exception process, grab a couple of staff and manually pick, pack, ship affected orders, if all the goods are truly in stock. However, this seems to be beyond their ability and whilst I've been given a coupon for my next purchase, which is like offering free tickets to a cruise on a sinking ship, now they've offered to refund which seems to be the easy way out for them. From other reviews it's difficult to draw a conclusion on if this is systemic problems or a more rooted failure in their processes and ability to handle exceptions from the happy path within their supply chain. Either way both are a failure in customer service. The only positive from this episode is that they do answer comms quickly. Unfortunately that information provided isn't really helpful in suggesting a way through other than to cancel the order.

I ordered an item that unfortunately broke the first time I used it. I reached out to Sinful and was helped by Frederik, who immediately sent out a replacement and was really kind and helpful. The replacement item sadly broke in the same way, suggesting it is a manufacturing problem rather than one faulty item. Frederik swiftly arranged for a new similar product to be sent out to me for no extra costs, even though it is significantly more expensive than my original purchase. He has been incredibly helpful and made the whole experience very easy. Really exceptional customer service that has secured me as a returning customer. Thank you!

The original item didn't work, no question, no argument, a replacement was sent within a couple of days; perfect service!

I PURCHASED THE ITEM AS A GIFT,-SO HAVE NOT SEEN IT,-SO CAN'T JUDGE.-IT IS SOME CONSIDERABLE DISTANCE AWAY,---SORRY. DELIVERY WAS EXCELLENT.

Discrect purchace. Delivered within a week. Happy with my product. I will shop again. Thank you.