I ordered 2 hoody’s on the 13th September, I received a dispatched email a couple of days later and then an email from my delivery company saying my parcel was due to be delivered on the 23rd September. On the 23rd September I received an email to let me know my parcel was not going to be delivered. I didn’t think too much of it. Custom cool emailed me and asked me to contact Evri to go and collect my parcel, I thought this was strange as I didn’t understand why delivery hadn’t even been attempted and I why I was being asked to go and collect. I contacted Evri and they emailed me back to say my parcel was damaged and they couldn’t deliver my parcel. I informed custom cool about this and they have been nothing but unhelpful, leaving my emails unread for days, refusing to resend me my parcel even though there’s confirmation from the delivery company it’s been damaged. And now everytime I email custom cool, I get a classic ‘please wait 5-7 days for a response’, luckily I paid through Klarna so I haven’t lost any money, however from several other reviews I would guess I would be £70 short and hoodyless, I am just grateful that they can’t refuse to refund me. Terrible company and terrible customer service, I will not be buying again.
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