Review Time
I would give them 0 stars if it were an option! Made an order for my husband in mid/late July for his birthday. The order never arrived and when I got in touch with customer service they claimed the package to have been damaged in transport. This would be fine if the company were willing to resend or refund but instead of doing either of these things they have offered a 30% discount to make ANOTHER order. Terrible treatment of customers - now without product and out of pocket due to delivery failure… this does not make any sense to me. Do NOT order from this company.
I ordered hoodies from Customscool and was shocked by how thin and poor-quality they were compared to what was advertised. When I contacted support, their first reply literally asked, “Can you tell us if it’s thin or something else?” — showing they already knew about this issue.Despite that, Customscool has refused to offer a proper refund unless I pay for return shipping and customs fees, which is against UK Consumer Contracts Regulations (2013). These rules clearly state that customers are entitled to a full refund and free return when items are not as described.I’ve had to escalate the matter through Klarna due to their lack of understanding and disregard for UK consumer law. Be cautious — misleading products and poor customer service.
The hoodie was small and to exchange it there I was told I am responsible for shipping, customs taxes and only if the deem it resellable would I get a refund. offered 10% back and when they removed shipping charges was $5.29. DO NOT BUY FROM THIS WEBSITE
I would give it 0 if possible! The products never showed up, I have been emailing them trying to figure out for a month without any luck. They kept saying "let me look into this more" and just NEVER emailing me back. Got to a point where I just asked for a refund, by now MULTIPLE TIMES and the best that I got after multiple emails was that they would refund me "10% cause that is their profit". Never buy from them, they will just keep your money. Worst company and customer service ever.
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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