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I genuinely would NEVER order from this company again after the experience I’ve had.

I placed an order that I NEVER RECEIVED, and Royal Mail confirmed that the parcel was being returned back to the sender. I have now spent around A MONTH chasing this company for my money back, sending multiple messages and emails, many of which have either been ignored or met with the same repetitive responses.

They are now claiming that my refund has already been “submitted” and telling me to contact my bank, despite the fact that I PAID THROUGH KLARNA. I have received NO refund confirmation, NO reference for the supposed refund, and Klarna has not notified me that the retailer has processed or reported a refund.

If a refund has genuinely been processed, why is it so difficult to simply provide proof of the refund, the date it was processed and the refund reference?

The most frustrating part is having to constantly chase and practically BEG to get my own money back for goods I NEVER RECEIVED. How can a customer be left without their parcel AND without their money for this long?!

The communication and handling of this situation have been absolutely appalling. Instead of somebody actually taking ownership of the problem and resolving it, I have been passed around, ignored and given responses that have done nothing to resolve the issue.

This has caused me nothing but unnecessary stress and frustration. A refund for an undelivered/returned order should NEVER require a customer to spend weeks chasing a business like this.

AVOID, AVOID, AVOID. Based on my experience, I absolutely would not recommend ordering from this company. I wish I had read more about their customer service before spending my money here.

ONE STAR — and even that feels generous.