Nantia Nady

ORDER JG261791
They falsely advertise that (and I'm quoting their own words from their site); "Any EU orders that are under €150 excluding shipping the pricing at checkout will include VAT and Customs".

I've placed my order, my pricing included taxes etc and I thought that everything was fine. I received a notification from DHL Greece, letting me know that my parcel is at customs at I will have to pay A LOT; 56€ to DHL, 24% applied to total (items AND shipping) VAT, and extra fees.

I've been trying to solve this out since last week. I was told and I have it in my email and saved screenshots, that this has never happened to them, everything went by the book and 'bad Greek customs wants to charge us' - as a result, they told me that it's not my fault, and they will ask to return the parcel to their warehouse and then they'll proceed with my full refund. Oh, forgot to mention that they haven't even provided them the correct papers, as they falsely sent it as IOSS....

I received a phonecall from DHL Greece, letting me know that they haven't communicated, they also haven't communicated with DHL UK as well and now I'm still waiting.

Unfortunately I've lost my trust in them. Had I known better... Unless you start the OFFICIAL procedure for my full refund, my 1* review will remain and I will also escalate and address this to European and the U.K. authorities.

P.S. be careful with your answer, I have everything on screenshots

My order was shipped on November the 27th, days after I placed it. My parcel shows that it's in Belgium since December the 7th. Almost a month after I've placed my order and I've been trying to reach them. Customer support is very poor. I should have read the comments before I placed my order. I am still trying to reach them via tickets, Facebook, Instagram. I feel that they're avoiding their customers. I am disappointed, frustrated and I feel that I've been scammed by The Ordinary.

P.S. Ordinary, don't attempt to block me, I have many accounts to reach you out