I have encountered one of the worst customer service experiences imaginable. I placed an order totaling £1,058 using a gift card, and the funds were deducted immediately — yet I never received an order confirmation, the product, or any meaningful updates. For several days, I reached out to the support team multiple times, only to receive the same scripted replies: “We’ve escalated it to the team,” or “Your funds are secure.” No one actually resolved my issue. I spoke with several representatives, and one call even ended with the agent abruptly disconnecting. Despite providing all necessary details, case numbers, and evidence, I remain without my order and without a refund, while the company continues to offer empty reassurances and no real solutions. This has caused me significant stress and frustration, and it’s appalling that a company of this size can mishandle a customer's funds so carelessly. Honestly, this situation has shattered my trust in the company. I would strongly recommend that others exercise caution — particularly when making substantial purchases or using gift cards. Customer service has been woefully inadequate, unhelpful, and completely unable to deliver a clear resolution. I also visited a physical store, where the staff contacted online customer service on my behalf, but we received no response. I waited nearly two hours and was assured that the issue would be resolved, yet I am still waiting.
The order was a gift I specifically selected for someone special, and the delay has not only caused inconvenience but also disappointment, as I had hoped to have it ready in time. This situation has been incredibly frustrating, especially after being promised that the matter would be handled. I would greatly appreciate it if someone could urgently investigate this and provide a clear update as soon as possible.
Claim your business profile now and gain access to all features and respond to customer reviews.
