Mcmc
Service failure
Product work for what i need it for, but the service so slow and bad, ancel doesn't seem wanting to communicate when my parcel didn't come on time and putting a claim on it is just a hassle, and after few days after putting a claim my parcel came and only received a portion of refund which is only 5 dollars, no where near enough the cost of delivery charge, only cost the amount of the insurance which is roughly 4 dollars so pointless getting this rubbish insurance also take time for them to reply, there policy said that when claiming no stress, but communicating to them is a total stress and so hassle
Response from AncelJun 22, 2026
Dear Customer, Thank you for taking the time to share your genuine experience with us. We truly value your concerns and fully understand the anxiety and frustration you felt while waiting for your parcel—we sincerely apologize for any inconvenience this may have caused. We would like to transparently share the actual timeline of your order: it was placed on the 3rd, dispatched from our nearest overseas warehouse on the 4th (within our committed 1–2 business days), and delivered on the 8th. As our shipping policy for UK orders specifies 1–3 business days, excluding weekends and public holidays—the 6th and 7th being a weekend—this delivery remained within our normal timeframe. However, we fully recognize that being "on time" by policy does not erase the anxiety of waiting, and your feelings are completely valid. Regarding the compensation issue, we understand your disappointment. Under the carrier's terms, shipping fee refunds for delays are subject to strict limitations, and insurance payouts follow the same standards. We are not citing these terms to dismiss your concerns—rather, we want you to know that we are actively reviewing our claims process, where slow and rigid responses have clearly fallen short. Your feedback is exactly where our improvement begins. Beyond the logistics setbacks, what matters most to us is whether the product itself has genuinely helped you. Has ANCEL's diagnostic functionality met your needs? Is the interface clear and user-friendly? Our product team truly values real user input—your hands-on experience and any suggestions are incredibly valuable to us. If you encounter any functional issues, please feel free to reach out; we will carefully document and follow up on every piece of feedback. We have no intention of using policies to override your feelings. Our sincere hope is to listen, learn, and improve. If there is anything we can assist with, please contact us at support@***.com. Thank you for your patience, and we wish you all the best on the road. Warm regards, ANCEL Customer Care Team