A company with a U.K. Web address that is based outside the U.K.
We purchased an item whilst we were on holiday abroad, their site clearly stated 2-3 days; nowhere on the 'ORDER' page did it state that the item would be coming from outside the U.K.
The delivery timescale has now passed and still no item, even though the monies have been taken from our account. Originally the order said it was being delivered with DPD, this isn't the case as they have sent the item via the standard postal service, therefore we have no way of tracking our item. Had we known this item was coming from outside the UK, we would not have ordered from this company.
We have sent many emails to their customer support, after the first email they asked us to fill in a postal claim form and that they would replace or refund. We did this and now they are saying they won't refund or replace until they have sent the claim for off and they have the claim back! This is rediculous, this company has had the form returned to them, completed and clearly stating that the item has not been received. Companies have cover under their insurance policy for loss or damage in transit, so they should refund us as soon as they received our completed form.
This company hides the fact that they are 'OUTSIDE' the U.K. In their terms and conditions.
They said that Amazon distribute from outside the U.K. And conduct business in the same way as Coolshop. This is not true, Amazon 'CLEARLY' state on their order page if an item is coming from 'OUTSIDE' the U.K. Or from an EU warehouse, they even name the seller and give a location, Amazon are transparent in their sales and 'DO NOT' hide facts within their terms and conditions.
This company is now holding our monies for an unspecified period of time whilst they send the claim form off to the postal service. We now have to raise a disputed payment with our bank to get our monies back, costing us money in phone calls to our bank.
So an item that was less expensive will now work out more expensive with the calls we have to make to our bank.
All we wanted was a replacement, they won't even give us a replacement until the form has been submitted to the postal service for a claim submission.
I have asked for a refund now and I won't be shopping with this company again.
Poor customer service and poor after sales.