The customer service of this company is a total disaster; I've never seen anything like it from a seller that is selling upmarket products and not trying to look like a total scam! I've been unsuccessfully trying to reach someone to handle my issue for an almost entire 4 months now!
In December I made an order including several tins of caviar and a bottarga.
Firstly, the bottarga that I ordered simply wasn't included at all in the package. No warning, no explanation, no refund; nothing. I sent one message via their website about this right away and a second one in the weeks after about this, without any reply from them whatsoever so far.
The second issue is that one of the Royal Oscietra 125g Caviars was spoiled at opening! I opened it in the middle of February, so less than two months after receiving the order and it had an oxidized taste! The date of expiry on the back was 10 March and I stored it as always according to the instructions; this should not happen. Again, I sent several e-mails on this issue as well and called the hotline several times, all without ever receiving a reply for months now! What a joke!
Needles to say, in addition to the financial losses of around 170€, I also got myself twice into embarrassing situations with two dinners ruined because of the above. A full refund under those circumstances is really the bare minimum.
I've been ordering several times over the years from this company, so far without complaints. From what I'm reading online from similar reviews from Germany (where they are based), a recent takeover is to blame for the drastic drop in customer support quality and frequent mix-ups in orders. Therefore my honest advice is to avoid their services.
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