TL;DR — my order was so late that I submitted a cancelation and refund request (4 times), but they've dodged the request entirely and still only shipped half of what I paid for. ---I ordered 2 masks with an estimated delivery date of 3-5 working days. As the items were intended as a gift, once it reached 7 working days and the order was still marked as unfulfilled (not even dispatched), I requested to cancel the order via their site. Twice. I then followed that up via email.At first they got back to me and said that 1 of the masks was out of stock but I could select an alternative. I reiterated that I wanted to cancel the order entirely and receive a refund. I got nothing back until an email came through that half of my order had been dispatched — contrary to what I'd requested 4 times by this point. So I emailed again reiterating my request to cancel.I got a response today (days later) confirming that 1 mask should arrive today. No mention was made to the other mask, or the fact that I'd asked to cancel, or with any information or next steps re. the part of my order that is still unfulfilled.This is such an underhand customer service tactic and I'm appalled that their replies continue to ignore my actual requests. --- Update: they've offered to refund me the value of the cheapest item from my order but, given it's the most expensive item from the order that they haven't sent, this means I'd have paid £79 for an item worth £69. So they're charing me more than the value of what I've received. I'll be escalating to the ombudsman.
Claim your business profile now and gain access to all features and respond to customer reviews.
