Jos T.
Something went wrong and I wanted to…
Something went wrong and I wanted to cancel my order. I have tried to call, chat and sending emails without any result to contact anyone to cancel the order and explain why. I wanted a d80 but it was sudden a D60 that popped up in the chart and I saw that after the payment. I dislike the fact that you can't reach out to a person .. I am still waiting for an answer... but I feel they will not respond and just send it to be send back... My score -10 for communication and service Got a part of the money back, not the total amount... So score is now -100. I would say, don't order anything with them, the service sucks!!!!! If you have a problem, they don't solve the whole problem... I still have paid about.almost 10 euro to much for nothing!!!! So don't order here!!! If you want service you will be screwed!!!@ You haven't paid the total.amount... I have 9 euro and some cents less as I have paid...So don't order here!!!!
Response from UltimeaMar 25, 2025
Dear Jos Thomassen, Thank you for sharing your experience, and we apologize for the inconvenience you encountered during the cancellation process. We have successfully canceled your order and arranged a full refund. We understand your anxiety due to the communication delay. Due to the limited staff of the customer service team, the response time may be slightly delayed, but please rest assured that we have processed it as soon as we receive your request. At the same time, we have also provided you with further solutions via email, please check and review it in time. We would like to confirm that the full amount of your order has been refunded. To provide further clarity, we’ve also sent you a screenshot showing the successful refund. It appears there may have been some confusion regarding the refund amount. We suspect that the discrepancy could be related to the currency exchange, as our website processes payments in USD. If you paid in EUR, the payment platform might have charged additional transaction fees, which are beyond our control. Please note that the refund is also processed by the payment platform, so we recommend reaching out to them directly to inquire about any additional charges or discrepancies. We truly appreciate your patience and understanding as we strive to improve our service. Please rest assured that we take your concerns seriously, and we are committed to resolving any issues to your satisfaction. Should you have any further questions or need assistance, we are more than happy to help. Thank you for giving us the opportunity to address this, and we hope to have the chance to serve you better in the future. Best regards, ULTIMEA Customer Service