Emma M.
No transparency nor ability to resolve issues
My order arrived around a month late, despite me chasing the company because I was due to travel. When I subsequently had a problem with the product, the company relied on its seven-business-day reporting policy. I explained that their own significant delivery delay had contributed to me being unable to inspect the item in that timeframe and repeatedly asked for the case to be escalated to someone able to review the exceptional circumstances. Instead, I have received what appear to be generic, AI-generated responses that do not meaningfully engage with what I have said. More concerningly, I have been unable to get meaningful escalation to a manager or decision-maker, and I have been unable to find clear company contact details online that provide an alternative route for resolving the issue. For me, this has moved beyond a dispute about a refund. It raises a fundamental question about who a customer can actually turn to when something goes wrong. Based on my experience, I would not purchase from this company again and would urge prospective customers to think carefully before doing so.