Hi Elizabeth.
Thanks for your kind message. Rest assured we are not a scam. We are an ethical business built on the foundations of giving back and doing good for you and the planet. I'm sorry you feel otherwise.I'm sorry to read you were sent an incorrect item. This is very unusual. Our production processes are extremely structured and products are scanned each step until dispatch, so in theory things like this shouldn't ever happen, but I will raise this with our production team for them to investigate.
Rest assured we will get this sorted for you and get the correct item sent to you.
In the first instance, can I ask if you can please send a picture of the item you received to our friendly customer support team along with details of your order number, and then we can send this to production and also get them to send you the item you ordered?
As a token of goodwill, you can also keep the item you have.
We run a pretty tight ship here, doing good things and making people happy. We have over 1,000+ 5-star reviews and our customer support has won the top Feefo customer service award for 4 years running. We're not in the business to scam anyone. But even for us, there will be times that things don't go quite to plan as in this case. But the true sign of a good quality, trustworthy business, is in the steps they take to rectify any issue.
I hope that our allowing you to keep the item you have and also additionally sending you the correct product, demonstrates our positive commitment to our customers.
We look forward to hearing from you. Kind regards Lou Lou