VloggerGossip can reveal today that SuggLife.com has been handed over to Barclay Banks Online Fraud Investigation Squad after customers are left with no merchandise or refunds!
Lets throw it back to the beginning of December, when Joe and Zoe both announced the release of their new merchandise “SUGG LIFE”. The merch included the usual hoodies, phone cases and a calendar.
The merch was available via SuggLife.com but was operated by The Creators Store , which was created by Zoe’s boyfriend Alfie (PointlessBlog). The Creators Store does not only sell Sugg Life’s merch but also merch for Louis Cole (FunForLouis), Tanya Burr, Evan Edinger and Alfie Deyes himself.
When announcing the new merchandise on the 9th December in a video, Joe and Zoe told their audience that they should order now if they wanted it to arrive for Christmas. Both the SuggLife and The Creators Store states on the website that if your ordering in the UK your order should be with you between 3-5 days, but as you may have seen on Twitter and Facebook there has been many disappointed fans who have still yet to receive their items which they ordered weeks ago.
A lot of the hate at the minute seems to be focused on Joe Sugg’s Facebook page, with hundreds of comments on each picture he posts and a lot of the comments are getting liked by more and more people. After a quick browse through the page you will see a lot of people who placed their order on launch day, but have still have not received their order or had any communication from The Creators Store.
Vlogger Gossip has spoke to a couple of unhappy customers who ordered Sugg Life merchandise for their children’s Christmas presents and haven’t received anything as of yet, but it doesn’t stop there! One customer we spoke to said she’d emailed The Creators Store around 10 times and in response got one generic email which says;
We are writing to you about your recent order made on SuggLife.com. We have been made aware that some recent orders have been delayed for unforeseen reasons. 100% of these orders were sent out on time, but for reasons outside of our control, never arrived. We’re very sorry for this and any inconvenience cause as a result.
If you believe your order has been affected, please reply to this email and we will do our best to make sure it is rectified. We are happy to offer a full refund or we can send you. replacement via a tracked service.
She replied to this email only to receive another email back saying;
Hi, I am unable to find an order under this email address.
Please send me more information and I will look into this
She received this email last Monday (2nd January) and replied to the email above 5 times with more information about the order. After not getting a reply, the customer went into her bank (Barclays) to see what she could do about getting her money back. It was at this point the bank forwarded SuggLife.com to their online fraud squad for investigation.
Looking online, it hasn’t been the only case were customers have had to go to extreme lengths. One customer on Joe’s Facebook page said she’d been advised to report it to the police, get a crime number and then her bank maybe able to give her a refund.
It does seem that The Creators Store has started to realise the scale of the problem as they were very active on twitter today, replying to people with queries about their orders, so hopefully this is the start of everything getting sorted out.
What has disappointed a lot of people is Alfie, Zoe and Joe not acknowledging the situation at all with many people saying the least they could do was send a tweet out explaining the situation or upload a video which would clear up a lot of questions and put a lot of people’s minds at rest.
It is also worth pointing out this hasn’t happened to all orders. If you look on Twitter or Instagram there is hundreds of lucky customers who received their orders in time for Christmas, and also a lot of customers who have been successful in getting a refund.
No one is accusing any of them doing any of this intentionally but like mentioned above, a lot are just disappointed in the way the whole thing has been handled considering it would take 5 mins to write a tweet apologising, and keeping people updated on the situation.
If you have an order from The Creators Store which you still haven’t received or want a refund, we advise that you email them at email@example.com with your email address you used to place your order, your full name, full delivery address and your order reference number. Also Tweet them @TheCreatorStore which they will follow you back so you can DM them about your order. We strongly advise on sending one email and one tweet because as you can imagine they probably have hundreds of tweets and emails to sort out so spamming their inbox is only going to delay a reply.
UPDATE: 10pm Monday 9th January.
Just minutes after we published this article The Creators Store published an update on their blog and twitter acknowledging they had a stock system error. They have also made an easy form to fill in HERE if you order has been delayed, The Creators Store is aiming to refund customers in the UK within 5 days and international customers within 10 days once you’ve filled the form in.
We are aware that, unfortunately, some of you are experiencing a delay in receiving your merchandise, and we would like to apologise for any inconvenience caused. Following further and continued investigations we have today discovered a stock system error.
We are working hard to get your products out to you as soon as we can.
REFUNDS FOR DELAYED ORDERS: If you have been waiting for more than:
(i) 5 days and live in the UK, or
(ii) 10 days and live outside the UK,
and would like to cancel your order in respect of any products not received, then we will be happy to arrange that and give you a refund for those products.