Hideous experience
UPDATE - after several emails, customer services finally re-sent out the palette and gave me a small refund for the inconvenience. It was a stressful 2-month experience, but I finally have my eyeshadow. TL;DR: I ordered an eyeshadow palette on 26th November. It never arrived and the company is now ignoring all communication from me. Everything was going fine with my order until the parcel landed in the UK. We were having some pretty bad postal strikes here at the time, so I was expecting it to take a little longer to get to me, but I started to lose faith when the status changed to ‘delayed’ at 4pm on 8th Dec and did not move from that. I reached out to Kaleidos customer service 9 days later for an update. They said they would investigate, but I didn't hear anything from them until 3rd Jan when they emailed me to say the parcel had been delivered(!) at 8pm on 8th Dec - the exact date I had noted as the date I stopped getting tracking updates - with no ‘out for delivery’ status in between, no photo proof or GPS location, and no follow-up email from the delivery agent asking me to rate their courier (which this agent always sends, as they get your email from the retailer). So you're telling me the delivery agent somehow went from stating there would be a delay in transit to 4 hours later magically delivering my parcel? This is a well-known delivery agent in the UK who I have received many parcels from in the past, and there is ALWAYS an out for delivery status with a time window. They also take photos of your order when delivered as evidence. No such photo was attached to my order tracking, because it never arrived!! Also, why would I email Kaleidos on the 19th December for an update if the order had already been delivered? Something seems incredibly fishy here, and I don't feel I've been given the full truth at any point. I eventually got through to the delivery agent after being told by Kaleidos to speak to them myself (again, how is this my responsibility when you sent the parcel?) and they couldn't give me a clear answer on whether the palette was lost or stolen, so I am down money with nothing to show for it. I am now being completely ignored despite multiple attempts to get either a refund or the palette re-sent. You should be ashamed of yourselves for such appalling customer service!