Review Time
Funds and points have been deducted, but there’s been no delivery... I’ve recently found out that my partner is still waiting for a refund from months ago. It seems more like incompetence than dishonesty, which is why I’m giving it 2 stars instead of 1.
Extremely poor service that reflects badly on the entire brand. As a long-time customer, I trusted the service. I tried to purchase jewelry available on my flight, only to be told at checkout that it wasn't available for the flight but could be delivered home. After payment, I realized the points hadn't been added. I emailed immediately, but days later received a response stating the points weren’t available for home delivery and they couldn’t cancel the order as it was already dispatched. No mention of my prompt inquiry. When I called, it went to voicemail—definitely not professional. I haven’t been able to discuss this with anyone. This is not what I expect from a reputable airline.
Once again, I placed an onboard delivery through the service. Once again, I was informed it wasn’t loaded onto the flight. I've sent numerous emails and made phone calls, only to receive automatic replies of apology. Nearly a month has passed, and I'm still fighting for my money. It feels like theft, and I've expressed that. I contacted the higher management, only to be told the issue should be directed to the partner service. This was the first time anyone mentioned this after all my outreach. This is the fifth time this has occurred, and yes, I have raised complaints before. An immediate apology and instant refund should be standard. I have all the receipts, interestingly, no one has asked for them. I felt for the crew who were embarrassed and apologetic. It’s theft—they took my money without delivering what I paid for. Disappointing behavior from what used to be a respected airline.
We were on a cruise and couldn’t take any duty-free items on board, so I ordered through the service for the return flight. However, it wasn’t delivered, which was extremely frustrating as we could have bought some at the airport. Also, there was no duty-free available on the flight back. I'm very disappointed and will not use this service again.
My first impressions are quite negative. I received an empty envelope yesterday; my order was missing. I tried calling the support line, but no one answered. I've sent an email, but I'm not very hopeful given the numerous similar reviews. Feels like a money-making scheme? Best to avoid.
If I could give zero stars, I certainly would. I didn’t receive my order on my flight. I was told via email that I would receive a refund, which I still haven’t had. I've been trying to reach customer service for over a week, but it just plays music and then goes to voicemail, so I can't talk to anyone. My emails are being ignored.
Initially, I left a negative review, but I changed my mind after realizing I made a mistake with my flight details. I contacted them to correct it and, after a week, they responded, and everything was sorted out. My order was delivered on board without any issues.
I ordered three products for home delivery and received none of them. The shop replied saying it was delivered, but after three follow-up emails stating otherwise, I was asked for courier and tracking details, which I never received. I've had no further replies. I contacted customer complaints and was told I would hear back in 24 hours, but that was four days ago. It’s incredibly frustrating.
I ordered a half bottle of champagne to celebrate my wife’s birthday and our family holiday, but it wasn’t loaded onto the flight. The cabin crew, though unsympathetic, claimed I obviously hadn’t ordered it, despite having a confirmation email. This is what I’ve come to expect from this disappointing airline.
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