Elizabeth F.
Disappointing: Poor communication and delays
Placed an order on 18/05/2025 for two shirts and two hoodies. After five business days with no update, I reached out to customer service, just looking for a dispatch timeline. Received no response until I messaged their Instagram team, who prompted a delayed reply from customer service on 26/05. I was told there was a “technical delay” but still no estimated dispatch dat, just vague wording like “in the following business days.” On 30/05, items from my order were refunded without warning or explanation. I had to follow up again to find out what was going on. Only after emailing again was it confirmed the shirts had been cancelled and the hoodies would ship soon. The remaining items were finally dispatched on 05/06 and arrived on 10/06, 17 business days after I placed the order. This contradicts their stated dispatch time of 2–3 business days and delivery time of 2–5 business days. When the package arrived, it was poorly packed. One hoodie looked like it had been removed, scrunched up, and shoved back in. Overall, the biggest issue wasn’t the delay, it was the lack of proactive, clear communication throughout the entire process. Final Thoughts: Most customers are reasonable, we understand delays happen. But basic communication goes a long way. Unfortunately, this experience has put me off ordering again.