I am deeply dissatisfied with this seller and its customer support. The level of professionalism is alarmingly low. Whenever I reach out to the support team, I only receive the same generic reply: “the process takes time.” As per EU law — Consumer Rights Directive 2011/83/EU — when a consumer cancels an online purchase and returns the item, the seller is legally obligated to refund the payment within 14 calendar days after receiving the cancellation notice or proof of return shipping. There is no legal basis for endless delays or vague excuses. I followed all the necessary steps: returned the item, provided proof of postage, and waited. Yet, I still have not received my €160 refund. Instead of transparency or proactive measures, I am met with minimal communication and the same scripted replies. Honestly, I receive more intelligent and helpful interaction from a chatbot than from the so-called support team here. The absence of competence, accountability, and respect for customers is truly alarming. I am wasting time, energy, and patience trying to recover money that should have been refunded according to EU law. Following this experience, I will never spend another euro with this company again. Order - 42548699
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Climbing, mountaineering and hiking equipment
