A lot went wrong with my order, but that's not the worst part. The worse part is how eryone chose to deal with it.How the order went wrong? Well I bunged into their bundle sales (gotten the 10 spools of filament and one more, that is 11).What would have become clear later is that the confusing way to choose products in their store made me choose products that were not what I wanted. To make it worse, the website was refreshing all the time, which would reset my choice and I also ended up adding the wrong filament to the cart that way. On top of that, their email marketing promised a free filament of choice for every 10 you got. Their announcement did not say anything about special conditions to that. But I learned later that the filaments I ordered were not part of eligible filaments (to this day I still don't know which 10 filaments would qualify).Long story short, of the 11 filaments I ordered, 6 were not the ones I wanted. When I reached out (both via chat and email) problems started. First because it just took so long to get a reaction and second, well, here it comes. I could not get it fixed. First I tried to get an exchange where I would send back the wrong filaments and get the right ones back.Their customer support is so bad that it gotten to a point that they lied to me saying my filaments were shipped. When I asked for a tracking code, their response was "please wait". Right... More than a month after I am still waiting.Failing that, I asked for a full refund. All filaments are still sealed, ready to be sent back for a full refund. But the refund request was simply ignored.I don't even know how this type of company, that fail to comply with the minimum of EU regulations are allowed to sell here. There is no EU contact info (despite them having an EU storefront and shipment from Germany).They even had the poker face to say they are actively working to resolve my issue. Wonder how honest the statement was...I have sent screen recording of the ordering experience where is obvious how it was not possible for me to know I was getting a different filament than what I wanted. For example I wanted a PETG-CF, which is the same product as normal PETG and The CF version is treated as a color. On the cart the item description says both PETG and PETG-CF. The color I had, Black, is the standard PETG, but then PETG-CF is also black. How could I know? Specially because selecting the PETG-CF on the carrousel does not really select the product it's just an image browsing. You have to, after selecting origin (Europe, for example), select the product again! which surprise, comes pre selected with the first item of the bunch of combined filament.Just terrible and error prone experience. And on top of that they are unwilling to fix the situatuon and worse lie about it. I never had worse customer experience in my life, not even on kick starter (a couple of them comes close, but there you know the risks).They don't even try to come to any solution. I guess the mir strategy is to lie their way out of a solution until you get tired of it.Well,I am tired of it, but I am not gonna simply leave it at that.
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