Catherine. Crotty

Edit:

After I made this review I got a very fast response (phone call) from a very friendly and helpful and competent agent who solved my outstanding issues below and advised me they’ll investigate what happened and it’s unusual.

I told her the truth: it’s a great product (it is-
I love the sheets I got) and they have excellent advertising ; it’s a pity the customer service was lacking.

I would order through them again I think, since I do really like the product. I think everyone deserves a second chance when it comes to mistakes.

They didn’t ask me to change my review , but I wanted to anyway since I am satisfied

/////////
Original:


I’ve ordered 3 times through them.

The first time everything was fine except that when I loaded my cart it said I would get free shipping included and then they charged me shipping. I thought maybe I was imagining it so I let it go.

The second time the same thing happened, this time I ordered about €300 of goods and I paid attention, the shipping was advertised in my cart and being free/included but then they charged me on top. When I got the goods there was a defect in the goods (a hole in the sheets). Here is where the problems started. I cannot get in touch with them for the life of me. I’ll list below my timeline of contacting them. They’ve totally ghosted me but unfortunately in the mean time I made a 3rd order.

I made a 3rd order for about 547€ this time, I did this almost immediately after I received the 2nd order. Again, charging shipping although advertised as free. They haven’t shipped my order and it’s been 2 weeks; but they took my money. They will not respond to any attempts to contact them. I’m freaking out this is a scam company and I might’ve just given 600€ away for nothing.

I didn’t keep track of all my emails and attempts to contact but here is a summary:

February 24- I filled out website contact form requesting contact (it says they will respond with 24-48 hours on workdays)
March 1- still no response so I did a new website contact form
March 4 - still no response so I did a new website contact form
March 6- still no response so I did a new website contact form.

March 6- I received an email from apologizing for the delay and asking for supporting documents.

March 6- I replied to this email with the supporting documents . I got no response

March 6- I sent an email again on March 6 to ask a question. I got no response

I replied again on the same thread (it should not be in spam, because it is a direct response email) on March 7, March 10, March 11, march 12 and today (March 13).

I also filled out the contact form on the website on March 10 and 12 & March 13 to request an answer.

So far, I have been ignored.

I commented on the company’s instagram posts, requesting a response and gave my order numbers, I did that on 4 posts & 2 advertisements in March 12 & March 13

Today I am trying Trustpilot- I want to warn other shoppers but also maybe this is my last effort to get in touch with customer support

I would like:
1) refund on my shipping costs since it was advertised as included and I already sent the proof requested in screenshots
2) they told me I could either have €15 refund on the faulty sheet or return the item, as per email on March 6th but since then they have ghosted my 5 emails requesting this. I would like the €15 refund option. Please confirm
3) please confirm my new order is on the way or otherwise just get back to me or send me a refund as I am getting scared this is a scam