I had an issue with a UK order which I'd paid for Royal Mail delivery as I know what customs to expect in Ireland but a fulfilment company had shipped it with UPS instead, the fulfilment company had overvalued my items meaning the government charges were gonna be more expensive than anticipated but I wasn't expecting UPS handling to be nearly €20 so the total costs was €48.51, nearly the price of the goods I'd purchased! I was able to get through to customer care on X (Twitter) and they were so helpful throughout my questions and offering advice! The decision was made to have the parcel returned to the sender and I was told that this parcel wouldn't be sent out for delivery, the parcel actually did end up arriving the next day where the delivery driver wasn't really pleased to be told the package wasn't being accepted and was to be returned! That was fine afterwards and was told to keep an eye on the tracking for further updates about the parcel being returned to the sender, it did take quite a while there was lots of warehouse scans, it finally did change but the tracking was very confusing when saying "The parcel has been delivered and can no longer be returned to the sender" I didn't understand this as I believed the "sender" to be the fulfilment company and the tracking wasn't changing after this so I reached out to customer care on X again but this time I wasn't able to get through to them as it seems to of changed to automated messages, luckily it had actually been returned to the sender as I contacted them so I was able to get my refund for the products purchased! But I'm leaving a 4 star review as customer care were very helpful when I was able to speak to them so I appreciate that very much, just not a 5 star review as the process of returning to the sender was concerning as it seemed slow, the miscommunication of the parcel not being delivered to me but then showing up and then the automated responses!! Customer Care when you can talk to them are really nice and helpful though!
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