Nik M.
Non existent costumer service
Order went well over timeframe of expected delivery (multiple weeks) with no communication about delays. Reached out to their support via email to request an update and received no response after multiple attempts. Ultimately had to seek a refund through my credit card company. For a company that is supposedly selling high quality/expensive items, the lack of communication is surprising to say the least. Edit: very extensive reply from the company where I am somehow still blamed for the delay in shipping. I appreciate the extensive reply, nonetheless and updated my review to add a star for the team’s attempt at fixing the issue. I checked the order confirmation to check my sanity and I indeed entered my address correctly, and I have never had any previous issues shipping things to that address. In conjunction with this reply, I finally received a response from their customer support. Shame it took making a public ordeal to get any communication. Their product may be good. I’ll never know. But I would stay away as if you run into any issues it will be extremely difficult to rectify. A “discount” for future purchases is an odd way to try to win back a customer who you couldn’t deliver an expensive product the first time around. I would have to be a real sucker to want to spend even more money after this. Edit 2: you can’t make this stuff up. After my first edit they removed mention of the offered discount in their reply and then reported my review for “not being a real experience” I imagine in an attempt to get the negative review to go away. The damage control from this company is something else.
Response from EnigwatchDec 26, 2023
Dear Nicholas, I would like to extend our sincerest apologies for the delay in the delivery of your recent order and the lack of communication regarding the status of your purchase. We understand that this has been a frustrating experience, and we deeply regret any inconvenience it has caused. After conducting a thorough review of your order, we have identified that the delay was primarily due to issues related to the shipping carrier, DHL, and your wrong postal code and city name. While we do our utmost to ensure timely deliveries, there are instances when external factors beyond our control may lead to unforeseen delays. However, we acknowledge that we fell short in providing you with the necessary updates and information regarding the status of your order. Our commitment to communication and customer service is paramount, and we take full responsibility for not meeting these expectations in your case. We are committed to rectifying this issue and ensuring that it does not happen in the future. Rest assured, we are taking steps to enhance our communication protocols and to work closely with our shipping partners to minimize such delays. If you have any further questions or concerns, please do not hesitate to reach out to us. We appreciate your patience and understanding. Thank you for choosing us, and we look forward to serving you better in the future. Sincerely, Customer Service Team