Firstly, Duncan we really appreciate the feedback. It helps us to ensure we’re providing the best service possible and sadly on this occasion your experience was way below par. The slow response time has been something we have been investigating over the last few days following a similar issue which was reported earlier this week.

As the majority of users use the live support chat on our site we hadn’t noticed that emails were not going through to the same customer service platform and therefore being missed.

As a new business we have been scaling our operations since we launched last year and this is one of those technical gremlins that has appeared and frustratingly, you're one of the few customers that have had a negative experience as a result. We pride ourselves on our customer support, and are sorry that you had this experience. We have now solved the issue and our team will endeavour to deliver against our promise to respond to every customer within 24hours via email phone or chat.

By the time you’ve read this our team will have reached to you directly to get this sorted.

Thanks
reboxed ♻️🌏