千呼萬喚之後，LF終於開始銷售雅漾了。於是雞凍萬分的樓主最近在LF下了一單Avene卸妝水，潔面乳和麵膜。可是收到的時候卸妝水就已經破損了。然後在百度上搜索了一下LF破損申請退款的淘友們，發現普遍反映很難拿到全部退款，而樓主經過3次跟客服的郵件已經申請全額退款了，所以簡單分享一點點經驗給大家。
方法/步驟
這是樓主的第一封郵件，簡簡單單說一下基本情況，兩句話總結就是，哪兒壞了，為什麼壞了。並且請親們一定附上簽收的時候連同EMS快遞員的工作證拍的圖片。Hi, this is Maggie writing from China. I received my package from lookfantastic this morning, and I was disappointed to find out that one of the items was seriously damaged (Avène Micellar Lotion Cleanser and Make-Up Remover (400ml) ). I would like to ask for a refund on this item, since I am in China, and it will be more than difficult for me to send back this item to your warehouse in Holland. Also, I would like to make one suggestion to the package team: if you know the package in being sent abroad, shouldn't you at least make an effort to wrap it up a little bit. The bottle was just laying there in my LF box without any protection, and that's the reason it was so damaged.
然後24小時之內收到了LF客服的回覆。大意就是“很抱歉，但是我只能退你10%哦~”Hello Maggie,Thank you for contacting us regarding order 55194488.We have received your photos of the damaged item and would like to apologise that the item was received this way.As a gesture of goodwill we would like to offer a refund of 10%. Please can you let us know if you are happy to accept this partial refund?Once requested this would be returned to your account within 3-5 working days.If there is anything else that we can do then please do not hesitate to get in touch and a member of our team will be happy to help.Kind Regards,Lizzielookfantastic.com Customer Service Team
然後樓主收到郵件就又寫了一封措辭更嚴厲的郵件過去。主要論據是兩個，一個是破損是他們的全責，不該由樓主承擔任何損失，更何況是90%的費用！另一個就是樓主對這個包裹是有期待的，也花費了時間的，現在不要求他們另行賠償而只是簡簡單單把錢退給我已經很通情達理了！另外，樓主這一次直接要求跟客服領導對話。並且還聲明瞭EMS是可以支援我的包裹在途中已經破損的說法的，並要求他們去打電話核實。Lately, I submitted a request to ask for a refundon one of the damaged items I received and I gotthis outrageous responsefrom one of your relationship teammembers, Lizzie. According to her, I am supposed to just accept the fact that I received a totally damaged item and get “a 10% refund as your kind gesture”? If you were me, would you think it’s reasonable? Because let me tell you what I think. This bottle could only be broken due to 2 reasons: the first, you never checked your item and send a broken one already, which is entirely your fault; the second, you packed the package so unprofessionallyand caused my displeasure in your service, which is also entirely your fault. I totallywasted my time shopping this item and then I wasted more time expecting to receivejust a non-damaged package! And now, at your “gracious mercy”, I can take back 10% of the moneyI spent? You think? Please ask Lizzie's manager to read carefully about my enclosed pdf and then write me back.
然後樓主收到郵件就又寫了一封措辭更嚴厲的郵件過去。主要論據是兩個，一個是破損是他們的全責，不該由樓主承擔任何損失，更何況是90%的費用！另一個就是樓主對這個包裹是有期待的，也花費了時間的，現在不要求他們另行賠償而只是簡簡單單把錢退給我已經很通情達理了！另外，樓主這一次直接要求跟客服領導對話。並且還聲明瞭EMS是可以支援我的包裹在途中已經破損的說法的，並要求他們去打電話核實。Lately, I submitted a request to ask for a refundon one of the damaged items I received and I gotthis outrageous responsefrom one of your relationship teammembers, Lizzie. According to her, I am supposed to just accept the fact that I received a totally damaged item and get “a 10% refund as your kind gesture”? If you were me, would you think it’s reasonable? Because let me tell you what I think. This bottle could only be broken due to 2 reasons: the first, you never checked your item and send a broken one already, which is entirely your fault; the second, you packed the package so unprofessionallyand caused my displeasure in your service, which is also entirely your fault. I totallywasted my time shopping this item and then I wasted more time expecting to receivejust a non-damaged package! And now, at your “gracious mercy”, I can take back 10% of the moneyI spent? You think? Please ask Lizzie's manager to read carefully about my enclosed pdf and then write me back.
樓主再收到郵件的當天又回覆了LF的客服，這一次直接要求投訴給主管。並且重新申明瞭自己的觀點。一句話概括就是“我對你們的服務失望透頂，我要投訴你老闆。”Lately, I submitted a request to ask for a refund on one of the damaged items I received and I got two upsetting emails response from you people already. According to your impossible service, I am supposed to just accept the fact that I received a totally damaged item and get “a 10% refund as your kind gesture” or get a “15% compensation for the postal fees to send it back”? If you were me, would you think it’s reasonable? Because let me tell you what I think. This bottle could only be broken due to 2 reasons: the first, you never checked your item and send a broken one already, which is entirely your fault; the second, you packed the package so unprofessionally and caused my displeasure in your service, which is also entirely your fault. I totally wasted my time shopping this item and then I wasted more time expecting to receive just a non-damaged package! And now, at your “gracious mercy”, I can waste more time for your convenience? You think? I will not accept 15% of the delivery fees or 10% percent of the refund. Either refund me all the money for this item or you can expect my escalation complaint straight to your supervisor for your crappy service !
這一次，果不其然就成功啦，啊哈哈哈哈~Hello Maggie,Thank you for getting in touch to request a refund for Avène Micellar Lotion Cleanser and Make-Up Remover (400ml).I am sorry your order was received damaged.This will be refunded back to your debit card / credit card and usually takes 3-5 working days.Sorry for any inconvenience caused.If you have any problems with this refund or should you have any further questions, then please do not hesitate to get in touch and a member of our team will be happy to help.Kind regards,Lucylookfantastic.com Customer Service Team
樓主最後有2條經驗分享給大家：1. 不要抱期望第一次就能成功。這些郵件的客服都是外包服務，其實根本不是英國人，一般都是馬來西亞人，印度人或者中國人。他們工作當中最主要的任務就是copy+paste，所以即使你寫的再聲色並茂，也別期待他們的聲淚俱下。（不要問樓主怎麼知道的。。。樓主有朋友就是香港HSBC書信組的。。。）2. 一定不要放棄。如果跟客服溝通不好，那就反覆寫郵件過去，堅持自己的立場，並且有理有據，最關鍵的是，不要出現不文明用語，不要生氣。這樣，之後可以在投訴主管時，理直氣壯。好啦，經驗就是這麼多啦~ 大家湊和著看吧~~~