I’ve used this service a few times before without issue, but my most recent experience was beyond frustrating!
The item arrived in my country but was rejected due to incorrect or incomplete customs information. The required TARIC code was not provided, which caused the parcel to be returned. This was entirely avoidable and happened because of their oversight.
What made the situation even much more frustrating was the way customer service handled it. From the outset, they were dismissive and repeatedly closed cases without properly investigating or even asking for clarification. I had to do the legwork myself, contacting my postal service and gathering proof. Only after I sent a screenshot confirming the missing customs information did they finally stop implying the issue was mine when they were the shipper??!
Despite this clearly being their error, they offered a token 5€ in points, later increased to 8€, which feels insignificant compared to the inconvenience, delay, and stress caused. Even more frustrating, they still expect me to pay the full re-shipping cost plus a return fee.
After a major mistake on their side, I’m the one left covering additional costs and wasting time trying to resolve it. The lack of accountability and dismissive support made an already bad situation far worse.
I'll be closing my account if they do not cover the full cost
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