Touché Tracking Order Status

The customer service is good I just question the quality of the fabric. It pills a lot. And it loses that lustre after the first wash. They told me I need to buy a certain type of laundry detergent. I have tried this and linen now and going to go back to cotton.

(Summary/TL;DR at the end) I had been planning to buy from Touché for a while, so I got some scrunchies to try first before investing in bedding. The small scrunchies were very different to the photos online (far skinnier than pictured, with much more fabric bunched up) and thinking I received the wrong product, I contacted customer service. I spoke to Michelle, who flat out denied the difference, refused to do anything, and blamed me for not checking measurements or Instagram photos. I had checked, and the images are still vastly different to what I received. The advertised width is accurate, but the excessive fabric is what made them look so different. Michelle also cited other customers' positive reviews for the scrunchies to invalidate my concerns, and admitted the colour options online are all essentially the white scrunchies but edited for each colour. There was no apology and I was left feeling like it perhaps was my fault, but I asked some friends and they all agreed the scrunchies were very different to the photos. I submitted a complaint with Consumer Protection and thankfully I was refunded. If I was refunded right away, I might have ordered again in future - after all, they’re only scrunchies. However, I left a negative review on the website and got an email confirming the review, but more than 2 weeks later, it is still not visible. Evidently the brand hide reviews, hence why I’m reviewing here. Michelle was adamant in denying the difference, was very condescending and clearly does not value customers or transparency. Some of the scrunchies were gifts - I know that like me, the recipients would have been interested in the brand’s ethos and bought from Touché themselves. But because of my experience, Touché has lost not only me but two others as potential customers. TL;DR: Touché never published my negative review on their site. Customer service was extremely unpleasant and they refused to refund scrunchies which were very different to the image online. Had to get Consumer Protection involved to finally be refunded. They might just be scrunchies, but they are not at all what is pictured. Once Touché have your money, they don’t care. If anything goes wrong, they will blame the customer and outright deny any issues.