Marie G.
Customer service feels like I'm talking to a brick wall
Placed an order at the beginning of April, and it was shipped out quick. A week after it ships, it says it's in customs clearance. A week later, it still says this. Week later, nothing has changed. So at this point I contact customer service and ask if something is wrong/do I need to contact PostNord (post company). They tell me international orders typically take 10-21 working days. Not exactly what I asked, but I wait another week to fulfill the 21 days. I email back and say it still hasn't arrived, so they tell me to go to the post office and check. I do, and the post office says they don't have it, and I will get a notification via post and SMS when it's ready for pickup (as usual in Sweden). I tell Colourpop this, and I get some long copy/pasted reply about tracking. I wait a few more days, and still nothing. I email back and get the same reply about asking at my local post office and customs office. So I go back to the post office and inquire again. She tells me they don't have anything/I'll get a notification/has no idea where the customs office would be, since there are multiple in the city. I make some phone calls, but none of them know if my package is there or not. I email Colourpop again and tell them this, and get another copy/pasted message about shipping and tracking, and to check with the post office. Eventually after receiving multiple emails telling me the same thing, someone tells me there's a delay with the tracking updates, and they've seen it happen before, and that I just need to wait and it'll be updated soon. And yeah, surely enough it's updated saying my package cleared customs in an entirely different city three hours away from me, and immediately after that one, it says my package is being returned to the sender because I didn't pick it up. I email and tell them this, and get the same copy/pasted reply about shipping/refunds/tracking/etc. I swear whoever I spoke to didn't actually read my email. Very disappointed with the customer service I received. I understand they have no control over the post, but I feel like my concerns weren't taken seriously, and now my package is being sent back. If a company ships internationally, they should be able to deal with international clientele efficiently instead of sending them on a while goose chase all over a huge city looking for a package that wasn't even there to begin with. They should be informed of where packages go, and know who to call/talk to/etc. I would've been completely satisfied if the replies had given me someone to contact and then I'd take it from there. Instead, I wasted many hours chasing down this package that I'm not even going to get. I am very upset with this whole ordeal and will not be ordering from Colourpop again. Which is a real shame since I actually love their products and have ordered many times in the past. However, this whole experience has left a foul taste in my mouth, and I will not be returning as a customer. Please improve your customer service.