LZ为了那个满多少赠礼盒的活动把网站扒拉了一遍，挑出自己喜欢的东西，一结账，才发现已经80磅，远远超出礼盒需要的额度。不过我是9月1号下的订单，赠的不是普通的那个15磅的礼盒，而是一个40磅的French favorite free gift box。 奇怪的地方在于我提交订单的时候礼盒的状态写着sold out,但是它还是在订单里，而且取消不了，我就稀里糊涂的付款了。

但是我对于那个sold out难以释怀，果然第二天一看，买的商品都Despatched，只有这个礼盒是写的awaiting despatched until 29th september ，立刻就给客服发邮件询问了一下~
Hello
I bought something from lookfantanstic on 1st September. I found the free gift will despatched untill 29th Semtember. So I want to know whether the order will deperated into two parts to delivery or the whole order will be sent untill 29th Semtember？
Please contact me as soon as possible.
Thank you.

据说LF的客服回复是很快的，我等等等等等，才想起来时差问题，只能乖乖等第二天，这也是海淘的一个小弊端啊，有问题没办法及时沟通~

然后第二天一大早果然看到了客服的回复~
Hello Alice,
Thank you for getting in touch to ask about the estimated dispatch of Lookfantastic Gift Bag (Free Gift.
I am really sorry that this has not yet been dispatched. Lookfantastic Gift Bag (Free Gift is on special order for you with our supplier but at this time they are unable to give me a date for when they will have it back in stock. In the meantime our buyers are trying to obtain this for you from other suppliers.
You can check the status of your order at any time by logging into your account and following the prompts. Once your order has been sent you will receive an e-mail to tell you it is on its way.
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,
Lizzie
lookfantastic Customer Service Team

我立刻写了一份抗议邮件：
Dear
I just received a message about the cancellation of the free gift bag in my order. And I was offered a discount code in just one month, that's unfair. The free gift bag wasn't in stock, that's not my mistake. I deny to take the loss. And I have no plan to buy anything from your website recently, so the discount code is useless for me.
Here the solution: please send me gift boxes which value £40 or give me a 15£ refund.
Please contact me as soon as possible.
当时我还是比较天真的，觉得40磅的礼盒拿不到，退我一部分现金也可以。当然这个想法很快就被否决了~

第二天收到邮件：
Hello Alice,
Thank you for getting in touch about your order.
I am very sorry but as we state in our terms and conditions our free gifts are subject to availability. I can confirm that the discount code is offered as a gesture of goodwill for the inconvenience but we are unavble to provide a different item or cash refund for this item.
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,
Gary
lookfantastic Customer Service Team
果断拒绝了我的提议，而且没有通融的余地~

幸亏这个时候，也就是13号，我回家的时候发现快递已经静静的躺在那里等我了，没有被税，只是被海关扣了三四天。虽然包裹被摔得破破烂烂，但是念在从英国千里迢迢过来，商品都完好无损。我的一块大石头算是落地了。

恭喜收货啦

我只想才跟他们因为礼盒撕逼完，楼主你怎么不早一点来！！我实在没有耐心，它给我5英镑的代金券，就不了了之

这时，我想起了@Hi_Amico的贴子，不能指望一次就得到满意的结果。所以我再接再励。
Lately, I submitted arequest to ask for a refund or a substitution for the free gift bag that wasn'tin stock. I got this outrageous response from one of your relationshipteammembers, Gary.According to him, I am supposed to just accept the fact that I must take theloss myself and get “a 15% off discount code as your kind gesture”? The problemis the code is totally useless for me. your website promise " spend over55£ to received a free beauty box". BUT I bought almost 84£ products withNOTHING?
You can cancel the discount code. But I requesta free gift box, even though the 15£ beauty box which value is much lower thanmy original order.
Please contact me ASAP. Thanks,
等客服回复。这时我的情绪已经发生变化，买的东西都完好的到了，起码我是没有亏的。现在做的斗争是没有压力的，即使最后结果不理想，我也没有更多的损失。所以就抱着“客服斗其乐无穷”想法继续撕逼下去。

转天，客服回复了：
Hello Alice,
Thank you for getting in touch about FrenchFavourites (Free Gift)
I am very sorry the free gift has been cancelleddue to being out of stock, as this gift was free there has been no chargetherefore we cannot refund this item as you have not been charged for it, wehave sent you a goodwill discount code for this cancellation.
Sorry for any inconvenience caused.
If there is anything else that we can do, thenplease do not hesitate to get in touch and a member of our team will be happyto help.
Kind regards,
Alison
lookfantastic Customer Service Team
还是不停重复之前的话，我是相信@Hi_Amico的判断了。这些客服就是不停的复制粘贴，没有一点解决问题的诚意。
我开始生气，想着最后发一封言辞强硬的抗议邮件，如果他们还是这样，我就绝不会在LF买东西了。

这是我的最后一封邮件：
This is Alice. I submitted a request to ask for asubstitution for the free gift bag that's out of stock yesterday. I statedexplicitly I don't accept the discount code instead of a free gift box. And Ifound the discount code isn't compatible with the 10% code LFNEW. That means ifI buy the same things, I just save less than 1pound with the code you offeredme with goodwill. Are you kidding me? Your goodwill is so cheap.
Above all, you don't offer me a choice to thismistake your website made. You threw me the useless dicount code straightly noasking my opinion. That's not a sincerely solution.
这次我态度比较强硬，也提到他们给的折扣码的鸡肋。还指出他们解决问题的态度是有问题的。报着打鸡血的心态继续等待第二天的回复。不得不说，虽说解决问题的态度不这么样，但是LF 家的客服回复的效率是很高的，没有让我等过一天以上，按他们的时差基本上是今日是今日毕~

终于，在我不抱有希望的时候，接到让我满意的答复：
Hello,
Thank you for getting in touch about your order.
I am very sorry about the customer service youhave received.
I can see that the French Favourites (Free Gift)is actually in stock so I have credited your account the price of the free gift50.00 GBP and I have now ordered the free gift you should have received with theaccount credit.
You will receive an e-mail once this has beendispatched.
Once again, we apologise for the inconveniencecaused and thank you for your patience.
If there is anything else that we can do, thenplease do not hesitate to get in touch and a member of our team will be happyto help.
Kind regards,
Rosie
lookfantastic Customer Service Team
不仅给我补发礼盒，还变成了50磅。
不过也暴露了LF的问题，明明努力一下就可以拿到的礼盒，偏偏要客户三番四次的抗议才会补发，真是无语了。

经验：1、有损失时要敢于和客服沟通抗议，不能默默的就过去了
2、不能指望沟通一次就得到满意的答复，做好长期撕逼的准备
3、邮件内容要拿捏好，做到有理有据