Missing Parcel and Endless Runaround
I placed an order with MoodyLenses and unfortunately never received it, despite the tracking showing it as delivered. What has been most frustrating is not the missing parcel itself, but the way the situation has been handled. I was repeatedly instructed to contact Royal Mail and obtain a non-receipt confirmation before MoodyLenses would investigate further. However, Royal Mail's own guidance indicates that the sender is normally responsible for initiating investigations into missing parcels. Despite explaining this multiple times and making repeated attempts to contact Royal Mail myself, I kept receiving essentially the same response from customer service asking me to obtain documentation that I was unable to get. The parcel remains missing, and weeks later I am still stuck between the retailer and the carrier, with neither side taking ownership of the issue. As a customer, I should not have to act as the intermediary between the seller and their shipping provider. Communication was polite throughout, but the process felt repetitive and unhelpful, with little effort made to move the case forward. Based on this experience, I would be hesitant to order from MoodyLenses again.