Deeply Disappointed – Non-Delivery and Unfulfilled Replacement Promise I placed an order for a photography kit on September 26, 2025, intended for use at an important event. Although I received a delivery confirmation stating the package was 'left in the lobby,' it never arrived at my apartment. The building superintendent and neighbors confirmed that no package was delivered. I promptly reached out to customer service to report the issue. After several emails and nearly a month without resolution, I submitted a formal complaint requesting either a replacement or a refund. On October 20, 2025, the support team acknowledged the problem and assured me that a replacement unit would be sent that day, promising updates and tracking information. However, despite my numerous follow-ups for shipping details, I never received the replacement or any substantial response. After weeks without the product, no replacement, and no refund, I filed formal complaints with relevant authorities to seek resolution. I have attached all correspondence and evidence of the commitments made in my complaints. This experience has been incredibly frustrating and disappointing. As a professional photographer who depends on timely and reliable equipment, the lack of accountability and communication has severely diminished my trust in the company. I hope this review, along with my complaints, encourages the company to take customer service more seriously and address these issues swiftly.
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Based at Pinewood Studios, UK, award winning on-camera, studio and location LED lighting systems for photography, videography, broadcast and cinematography.
