Since October, I have placed six orders with this store. Three went smoothly, but the other three involved time-consuming and unnecessary issues.
The most frustrating case was a €300 customs invoice I received afterward. Customer support appeared overwhelmed and provided incorrect information, which eventually led to me receiving a payment reminder from customs. I had to resolve the issue directly with customs myself. I would have expected proper support and for the issue to be taken seriously — unfortunately, that was not the case.
Regarding a product defect (gloves), the company did accommodate me, but due to the high return shipping costs, it ended up being a financial loss for me. Additionally, I was sent the AIGIS TROUSERS – L REG in the wrong size. When I asked for the shipping costs to be waived — since the mistake was not mine — I received an unnecessary and rather rude remark from customer support. This feels quite bold considering I have spent over €2,000 in total, excluding returns.
When I am treated fairly and respectfully, I am a very loyal customer. That is why I am giving 3 stars:
The clothing itself is well designed and of good quality, but customer support and issue handling need significant improvement.
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