Great products but absolutely terrible company when it comes to anything customer facing at all whatsoever. Ordered some stuff from them and paid for expedited shipping - they gave me an email saying there was no tracking information available for my parcel which I was fine with as long as it arrived within the time they advertised (2-3 business days). Fast forward to a week and a half since the order, they haven't shipped it and I still have no information about the whereabouts of my order, or if its still even coming at that point - so I go on their chatbot which is useless - to get forwarded to an email bot which is just as useless but never mind because I made a ticket which would be seen to ASAP. Great! However, the ticket was not looked at until a week AFTER I submitted it again, so 2 and a half weeks since the order date for the ticket to even be looked at. Luckily I didn't trust that ticket because the following day after the encounter with the bot and making the ticket - I emailed their direct support line to ask where was my parcel, and then after I submitted that I also called them, and said that they were in process of shipping it, so even though it was late it was still on its way. Okay now at least I know something a week and a half later, but I now have run out of patience as my order was meant to be here almost 2 weeks ago so I look at my bank to see if anything had gone through - and I called up their phone line again where a nice guy told me that if I wanted to cancel it would be absolutely fine as no money has been taken out and he would send that through to the person handling my order and he GUARENTEED me that no money would be taken out. Amazing because now I can just go find it somewhere else and order the same product with a company that will actually deliver on time. Fast forward 3 days after I was reassured that I wouldn't have to worry about anything and no money would be taken from my account - I see a full billing for the order amount and I get an email saying "your package is on its way!" which honestly made me irrationally upset after this whole situation. So 2 weeks and a bit after I ordered with expedited shipping, whilst also cancelling the order itself - they still charge my account and send me the item. Okay fine ill just return it no problem. Well in theory yes, but I go on the phone to them again to ask about the returns. It turns out after already waiting for half a month and a bit, I have to wait 14 days for my refund to even be processed, and then you have to account for the 3-5 days for my own bank to process it. So through and through, this order has genuinely felt like I was being made fun of or scammed to be honest. I will never be ordering directly from you ever again and I seriously suggest anyone else think more than twice before doing so.
