⭐☆☆☆☆ Extremely disappointing service experience. We ordered a bike based on the company's advertised delivery guarantee that promised it would arrive before Christmas/birthday. We placed the order well within the stated timeframe and fully adhered to their policy. The bike never showed up. What made this situation particularly frustrating was the absence of accountability. There was no phone number to call, no way to talk to a real person, and no one seemed to have a clear understanding of the order's whereabouts. Communication was slow and unclear, and responsibility was subtly shifted to the transport company rather than the company simply acknowledging their own failure to meet the delivery guarantee. As a customer, the guarantee was made by the company, the courier was selected by them, and the purchase decision was made in good faith based on their promise — not that of the transport service. The end result is a child missing out on their birthday present, which is exactly what the delivery guarantee was intended to prevent. A refund was eventually offered, but that doesn’t change the experience. For a large, well-known brand, this lack of ownership and customer support was truly disappointing.
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