thegoodinside.com

Order never delivered – no proof of shipment, refund requested

I placed my first order with this company on 28 November 2025 (Order #22198531). Nearly two months later, the order has still not been delivered.I contacted customer service multiple times and was repeatedly referred to PostNL. PostNL has confirmed that they never received the parcel, and I never received any notification indicating that the shipment was handed over to the carrier.As the seller, the company remains fully responsible for delivery. To date, no valid proof of shipment or handover to the carrier has been provided. The legal delivery period under EU consumer law has clearly been exceeded.After allowing ample extra time due to holiday congestion and winter conditions, I formally requested a full refund.This experience has been extremely disappointing, especially for a first-time customer. I hope the company will take responsibility, resolve this matter promptly, and improve its customer service and order handling procedures.___________________________________________________________UPDATE: 14/01/2026 Package eventually received, but process caused unnecessary stressUpdate: After my initial review, the company informed me that a second shipment was sent on 18 December, as the first package never arrived. I was later told that, according to PostNL, the parcel had been delivered to a neighbour.I was never notified by PostNL, there was no update in my PostNL app, and no delivery confirmation was shared with me. I only managed to retrieve my package yesterday, after discovering that it had been at my neighbour’s home for nearly three weeks. Unfortunately, my neighbour also did not inform me during that time.This is the first time I have experienced such poor communication from PostNL, and I will be filing a formal complaint with them regarding this matter.I would like to thank TheGoodInside for resending my order and for eventually taking my complaint seriously. However, I do want to give constructive feedback.As a new customer, ordering for the first time with a lot of enthusiasm and spending nearly €200, I expected more proactive support from the start. Instead, I was initially told to resolve the issue myself, despite clearly explaining that the tracking number was not recognised by PostNL and that PostNL referred me back to the seller. During that period, I genuinely felt left alone.From my perspective, the first package appears to have been lost, and the overall handling of the situation cost me over a month of time and energy. I have worked 15 years in retail, and I firmly believe that first-time customers deserve extra care and clear communication. This situation required far too much chasing and follow-up on my side.While I may end up being satisfied with the products themselves, this experience has made me hesitate about placing a second order. Five-star service is not only about resolving issues eventually, but also about how supported a customer feels throughout the process.I do appreciate that the company ultimately took responsibility and followed up, which is why I am updating my review to three stars.

Date of experience: Nov 28, 2025