GHD / Jemella review: Faulty products and poor customer service

On 11th July 2023 I contacted GHD via their website to report that a replacement pair of straighteners (received December 2021 and therefore in warranty) had stopped working. I was advised that their ‘warranty system is currently down for maintenance’ and they would be in touch with me in ‘due course’ with a returns label once it is back up up and running.

After a number of emails back and forth I was advised that the warranty system was still inaccessible. At this point I stated that I wanted to make a formal complaint and requested the email address for CEO Jeroen Temmerman. Eventually, on 26th July 2023, it was agreed that they would provide me with a replacement upgraded pair of straighteners - albeit at my cost for postage.

On 2nd August 2023 I finally received the replacement straighteners. One month later these stopped working. I tried to report this online using the warranty system but was advised that the product was ‘out of warranty’. On 10th September 2023 I emailed GHD to report the issue, I followed this up with two further emails and have not received a reply apart from an automated message. I agree tried the telephone number [protected] multi times but each time an automated message says they are unable to take calls due to a ‘technical issue’. I completed the online contact form on 12th September but have not received a reply. I have contacted them by WhatsApp message and have not received a reply. I have left messages on their Facebook and Instagram social media platforms but have not received a reply. This is an organisational issue with social media inundated with complaints from customers who have not been able to contact anyone from GHD regarding faulty goods. I am

At a loss as what to do next! I use this product on a daily basis for work and for the last 3 months has been faulty more than it has worked.