I’ve been a loyal customer for over a year in the UK without issues until I ordered on October 28th for Germany. The delivery service failed to deliver while I waited at home all day. I received an email claiming no one was home, but I found no instructions in my mailbox. After searching, I discovered my package had already been sent back to the sender. I contacted the company, and they said they would reach out once they received it and confirmed reshipment. Since then, I've been calling and emailing for updates with no response. They even asked me to pay for reshipment, which is unacceptable! I paid for insurance for a reason. When I requested a refund, I was informed that their policy prohibits refunds once items leave their supply chain, citing patient safety. How can I keep items that have been in transit for so long? They seem indifferent to customer health. It feels like the employees are unaware of the policy on their website, as their responses contradict it. I’ve made numerous calls, only to be told to wait for a response that never arrives. The last email I received was on November 19th, stating they are still waiting for information about my order. It's disappointing that they cannot handle the issue properly. This company displays a lack of professionalism and a disregard for resolving issues that aren't the customer's fault, alongside ineffective customer service. I expected much more from them, and I DO NOT recommend their service! I'm still waiting for either a refund or reshipment.
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