"Unprofessional, rude, unhelpful and dishonest"

This company, run by a couple of very young people, is unprofessional with terrible customer service. They have excellent stock and all will be fine until it isn't. Rude communication for starters. For them, the customer is always wrong. I gave a review and the reply was that they were crying and mental health was affected. I was the victim and they lied online to gaslight me. Read other reviews where they do nothing to help customers. Hopefully they reflect and improve. The only thing I did was politely request a credit note, as the in store staff was not allowed to refund nor exchange which breaches distance selling regulations regardless of click and collect (not to mention unprofessional for a retail shop). In the end after 20 mins, I got a post it IOU. They are refusing to sell me anything else, as they lost money on the refund. The person they claimed was crying even agreed with me about the misrepresentation on their website. Very childish owner. Buyer beware.

"Hi I recently tried to on 2 separate…"

Hi I recently tried to on 2 separate occasions tried to check for delivery availability for two Outre units I never received any response even though both enquiries were "read" & j have used their services before so very disappointed at level of service especially when it advertised that response can be within 15 minutes.

"Do not chance it with this retailer"

Do not chance it with this retailer. At least not for Castor Oil. I do not usually write reviews but I am so appalled by the dismissive and careless response to my refund request, I felt compelled to warn others of how poorly this company handled my issue.

After reading the reviews on their site, I ordered a bottle of Sunny Isle Jamaican black castor oil which is a staple for me so I know how a newly, unopened bottle of castor oil should look. Unfortunately it fell short of my expectations. The usual protective sealing was detached from the bottle and stuck inside the lid. I requested a refund and sent multiple pictures of this yet my request was repeatedly denied on no logical grounds. This was their exact response to my second request...

"Good morning. Thank you for the photo. As per the previous conversations on this issue, let me reiterate that we did not sell you a faulty or tampered product.

The condition in which you received it based on the photo and video you sent, was the same condition in which it was received from our supplier. The bottles came in a sealed box and we only opened the box to remove the bottles to put on shelves. There was no tampering from our end. All the other bottles are in the same condition. Thank you."

Any reasonable person can see this is no valid basis upon which to reject a refund request for an unsealed cosmetic product. First of all I must highlight that by their own admission in the above message, all their Castor oils come in this sub-standard, unsealed condition. Whether this is due to their own mishandlings or the mishandlings of their suppliers, is not the customer's issue but theirs. The customer should not incur this cost as I did, they should. Also it is simply unhygenic. Risking an unsealed product on your hair/body is simply an abdsurd expectation on their part.

Their reasurances that the bottle had not been opened or tampered with, is quite frankly meaningless. Any company that truly prioritises customer satisfaction would know this, therefore would ensure their suppliers properly seal cosmetic items so that customers can be visibly assured that the product is indeed new and unopened. In my case, due to the condition of the product, no amount of verbal reasurrances holds any weight at all.

In their own terms and conditions they state the following in bold caps...

"DUE TO HYGIENE REASONS, PLEASE NOTE THAT PRODUCTS THAT HAVE BEEN OPENED AND COMPLETELY REMOVED FROM THEIR ORIGINAL PACKAGING WILL NOT BE ACCEPTED FOR EITHER A REFUND OR AN EXCHANGE.
IF YOU RETURN THE PRODUCTS(S) IN A CONDITION WHERE IT IS CLEAR THAT THE PRODUCT HAS BEEN COMPLETELY REMOVED FROM ITS PACKAGING THEREBY MAKING IT UNSUITABLE FOR RESALE, IT WILL BE RETURNED TO YOU."

They seem to be particularly concerned about hygiene here yet will reject a refund request for a bottle of castor oil they delivered to you unsealed. What about my right to receive a product I paid for that has its sealing intact?

They suggested I return the item to get the refund. Given the additional delivery costs, this would not be worth it.

This is how small businesses like this limit themselves. Notice Amazon will more often than not immediately accept refund requests whether the item is returned or not. Businesses like this are greedy and have little to no regard for the trust barrier customers have to get over when making a purchase like this. In this instance they have disregarded it completely. Any company operating in this way has no right to your money.

Do not risk your hard earned money on this retailer. You are better off going in store or purchasing on Amazon where you know you will be immediately refunded for sub-standard items.

**There were other concerns I had as they mentioned in their reply. The later request was due to the unintact sealing I later found stuck in the lid upon further inspection of the bottle. This was a nono for me as it would be for any paying customer.

The very simple fact is, the manufacturer intended for the seal to be there intact. It came unintact. So this is not a case of "Personal preference" as they have so audaciously and dismissively suggested in their reply, it is a case of me as a paying customer not receiving the item in the intended condition and rightfully taking issue with this. Why provide sealing if it is not intact? Whether the manufacturers or suppliers fault, it should not be made the customer's issue. It is your duty to conduct your own quality control.

And again, returning the item would not be worth the hassle due to the additional delivery cost. The money isn't the issue, the audacity and lack of principle is what bothers me. Do better Exodus Beauty.

**High standards? I repeat, implement better quality control and Do better. That way your customers won't have to incur return costs for items you fail to quality check.

"50% Satisfaction"

Sadly I didn't receive the item I ordered. Yes, sure I could have returned it but at my expense and my time. Ordered colour 4 and received colour 1. Extremely disappointed. My daughter did receive what she ordered so 50% successful. Would I use them again? Perhaps not.
Edit -your response has been noted.
But I did not order black but that was what I received. and the photo I sent you was black not the brown I wanted. And yes I could have sent it back but I would have to pay for the return. Not my error. And my personal opinion of what the colour should have been was based on the colour I saw on the model!

"Next day pick up"

Next day pick up, have better range of braid/crochet selection than your usual Asian owned shops and really good customer service!!!

"Excellent communication"

Excellent communication. Very speedy delivery. Product as described and good quality. Will defo use again

"Great Company"

Great Company- used twice within a week. Speedy service with great products. Nice to have a UK based company with the products I need. Thank you...... keep up the good work!