I am deeply dissatisfied with the service and customer support. The level of professionalism is alarmingly low. Each time I reach out for assistance, I receive the same generic response: “the process takes time.” As per consumer protection laws, when a customer cancels an online purchase and returns the item, the seller is obligated to issue a refund within 14 days of receiving the return notification or shipping proof. There is no justification for ongoing delays or vague excuses. I adhered to all protocols: I returned the item, submitted proof of postage, and waited. Yet, I still have not received my €160 refund. Instead of clear communication or proactive assistance, I am met with minimal responses and repetitive scripted replies. Honestly, I find more useful interaction from a chatbot than from the current support team. The absence of competence, accountability, and respect for customers is genuinely alarming. I am wasting time, energy, and patience trying to reclaim money that should have been refunded according to the law. Following this experience, I will never spend any money with this company again.
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Climbing, mountaineering and hiking equipment
