Very disappointing experience with customer service – slow handling, no updates, and no compensation. I ordered a waterproof jacket on October 2nd. After hearing nothing for two weeks – no tracking updates or shipping confirmation – I reached out on October 16th. Only on October 20th did they inform me that the item hadn't even been shipped yet. Eighteen days had passed without any acknowledgment of the issue. They promised to send it on October 22nd, but five days later, there were still no updates or tracking information. After my third inquiry, I was simply told to 'be patient.' Another two weeks went by without progress. On November 11th, I contacted them again, and only then did they start an investigation with the courier. By November 17th, it was clear the package was lost. They refunded the order without consulting me and offered no alternative solution. I had been waiting for over six weeks, and the lack of responsibility taken was frustrating. When I pointed this out, I was told to place a new order and 'hope it would arrive.' Eventually, I ordered a similar jacket myself – only €20 more expensive – but they didn’t offer any compensation after such a long and frustrating process. Overall, a very disappointing experience with no proactive communication or customer care.
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