NOT RESPECTING EU RETURN LAWS - REFUND NOT RECEIVED AFTER MORE THAN 10 EMAILS WITH PROOF
Honestly, this has been one of the top 3 most frustrating online shopping experiences I’ve ever had. I only wanted to return a strap that didn’t fit and order the correct size. It should have been simple. Instead, every step turned into another argument. First, they made it sound like I needed to send photos before they would accept the return. After I challenged this, they suddenly clarified that the photos weren’t actually required. Then I had to point out that their policy of deducting the original shipping costs conflicts with EU consumer law. I returned the item two days after notifying them and immediately sent them the tracking number, proof of postage and photos. About a week later, tracking confirmed that the parcel had been delivered. Despite this, customer service repeatedly told me that their warehouse hadn’t received it. Later, they admitted it had been delivered but said it still needed to be inspected and processed “in batches” before they could refund me. That is their internal problem, not mine. Under EU law, they can only hold back a refund until they receive either the returned goods or proof that the goods were sent, whichever happens first. They had my proof after two days and the actual parcel about a week later. More than two weeks after I requested the return, I was still waiting for my money. Will you ever refund me or are 140 quid going down the drain? The worst part is that I had to keep explaining basic EU consumer rights to a company selling to EU customers. Every reply brought another excuse, contradiction or delay. I actually liked the product and originally wanted to order the correct size immediately. After this horrible experience, I’ve completely lost trust in the company. How can i order again from a company that cheats me through every step of the process? A return should not require this much fighting, chasing and legal research. Spare yourself the nerves and order elsewhere, where you get treated like an actual customer. Edit: i have received my refund after writing this review. However it does not change my frustrating experience of having to fight for every basic EU consumer right.