uk.trapstarlondon.com

Awful Order Experience

Order placed in December, was meant to be delivered in time for Christmas, however this wasn't the case.I sent an email on 8th Dec, to inquire on the delivery was told order was being processed at warehouse, would get it in time for Xmas. Email sent again on the 15th Dec, follow up on the delivery, this time they inform me due to postal strikes, it may not be delivered in time for Xmas..bearing in mind they use DHL for their deliveries and not Royal Mail, which I questioned and never got a reply.21st of Dec, email received stating my items will be delivered by Friday 23rd, I requested the tracking number, but never got a response, tried calling Trapstar customer services, was unable to make contact as no one answered the phone, left message on their VM, call was never returned.email sent again on the 23rd, they responded on the 29th with another excuse "as your items were pre-ordered there is a slight delay with your order!" 22nd thru to 29th Dec, I sent emails/tried call on a daily basis, I weren't getting any response. 3rd of Jan 2023 - chased the order Trapstar response: Dear Customer,Thank you for your patience!We have some important information we would like to share with you. ORDER STATUS:We would like to apologize again for the ongoing delay in receiving your order.We have now completed our warehouse move, and our warehouse team is in the process of sending out all outstanding orders, including orders from Black Friday. RETURNS/REFUNDS:In regards to returns, we are experiencing a slight delay due to the warehouse move. Your Refund/Exchange should be up to date within the next 5 days. Please note, if you have also requested a cancellation, this will be processed within the next 5-7 working days. Our team is currently going through all cancellation requests. If you are inquiring about a return, please visit our Returns guidelines on our website: Return Policy – Trapstar London If you are making an international return, please respond back to us, and we will assist you further. FAULTY ITEM?If you have a faulty product, please respond back to this email, and we will assist you further! Thank you for being patient with us, and we can assure you that orders in the foreseeable future will be processed a lot more sufficiently, due to the new system in place! If your inquiry has already been rectified, please dismiss this email, and we would like to apologize again for the inconvenience that may have been caused along the way. Kindest regards, TRAPSTAR LONDONDefinitely bogof standard reply, no information all all about my order, I send a reply BTW it is now Jan 26th No correspondence from Trapstar between Jan 27th to Feb 14th14TH FEB : sending email, after email and trying to get through via phone. Response rec'd: I can see that your order is still yet to be processed for shipping. We apologise for the delay of your item and the inconvenience that it has caused you!Unfortunately, I am unable to provide a precise date of when your order will be processed, but ask that you allow a few more days for this. If you would prefer, we could cancel your order and process you a full refund?If this is something that you wish to do, please contact us back.Again, we apologise for this issue!Feb 20th:Trapstar Seriously! What the hell is going on with customer service team??? Everything you've previously told me is a heap of rubbish! quick enough to take my money out of my account, but! send cant me the Items that I orderedI request a refund, here's the funny part... Within an hour, I receive a delivery notification, with a tracking number, even though I requested refund!!21st of Feb arrives, but the parcel didn't! tracked it via DHL which states it has been delivered, back at square one again! contacted Trapstar straight away and now waiting on a reply.I have completely lost my faith within this company, what an absolute joke,,,,,,

Date of experience: Jan 24, 2023