My first way of communication with Novica was via e-mail on August 25th, after the first failed delivery attempt by UPS, when they tried to collect Charges on Delivery, including HST. That’s when I realized my shipment had not been processed as a DDP (Delivered Duty Paid) order, even though that was the delivery method and purchase terms I agreed to at checkout, and Novica had already collected HST from me.Since then, the situation has only gone downhill. They have done absolutely nothing to resolve the issue, and now they are even ghosting me. Rebecca stopped responding to my e-mails on August 27th, so I called today (August 29th). The agent told me a manager would call me back within half an hour, as my case was something only a manager could handle. That call never came. When I tried again, I was immediately hung up on — twice — without even a hello. I also reached out via Facebook Messenger, and again, no response whatsoever.Mind you, I have been nothing but respectful and as tolerant as I can be, while watching UPS continue to make delivery attempts throughout the week because the option to hold the package at my local branch was not available for my shipment. As a result, my fragile ceramic packages continued to circulate unnecessarily. Today, UPS finally registered their attempt as the final attempt, and the next step indicated in the system is Return to Sender.Yet, I have not received a single update from Novica as to what they are doing with UPS to ensure I receive my already-paid items under the terms agreed at checkout. From my perspective, the lack of action so far seems to suggest Novica actually wants my items returned to them. Perhaps having the items returned is less expensive than fixing the mistake they likely made (i.e., paying the fees due to UPS so I can receive my purchases). If UPS were truly the one at fault, I suspect this would have already been resolved and Novica would not be ghosting me.This is stressful, completely avoidable, and unacceptable. At this point, Novica’s silence makes it feel like they are simply waiting for my packages to be returned rather than honoring our purchase agreement and resolving the matter. Customers deserve far better communication and accountability. Obviously, I do not recommend buying from Novica. Perhaps the items they sell are beautiful (I wouldn’t know!), but if things go wrong, this is the kind of lack of accountability and support you can expect from this company. Completely disgraceful.
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