Unreliable company, terrible customer service, scam.
I have used this company for a couple of years, and they started out reliable with good customer service. Now however, they have become so unreliable, and with such terrible customer service that they have sunk to the level of scammers. Over the past year, I have had a few orders that had trouble getting through customs and delivered to me, but customer service always rectified the issue in the end and I eventually got my order. On my last order though, everything changed. I placed an order for 25 cartons back in August of 2016. As of February 9th, 2017, I have only received 11/25 cartons. I have made numerous contacts asking for this to be corrected, both through their website complaint system and through calls to their customer service number. It has been 6 months, and I STILL have not received the missing cartons (most of which were returned to sender per tracking info). In my last contact with customer service, I requested a refund, since they had repeatedly failed to send me the cartons I had paid for and not received. The customer service agent didn't apologize for this problem or express any sympathy, but instead told me that if I ask for a refund he would have to close my account and I wouldn't be able to order from them again. It has been over a month since that call and I STILL have neither received a refund nor the cartons I paid for. I tried calling customer service again today and it simply rang and rang with no one answering. DO NOT ORDER FROM THIS COMPANY. You may or may not get what you pay for, and if you don't, their customer service will not help you. Update: Thanks for your reply. Just to clarify a few points. I made 2 separate complaints through the website complaint system. Each time an answer was made, the complaints were immediately "closed" and there was no way to reply to them, although I tried. The December complaint was my second, the first was in November. I am unable to tell you the exact dates since my account is now locked. Prior to that I had tried to contact the agent I usually dealt with via email, Simon, but received no response. So this has been one very long experience where I have had to constantly escalate my actions to receive a response. I will update here if/when I can confirm that this issue gets resolved. Update #2: I am seeing a refund pending to my account today. Thank you for resolving that promptly. I have increased my rating by one star for that, but I should not have needed to make so many contacts before getting a response.