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BC
Bjorn C

1 reviews | Active since Apr 2025

08 Apr 2025, 15:49

No communication and can't resolve the issue

I am writing to express my deep frustration regarding my recent purchase experience. I placed an order for an item, made the payment, and yet I have received absolutely nothing. Initially, I followed up with a phone call and was assured that the order would be followed up on, but I have yet to receive any follow-up calls or emails.

To my dismay, I had to make another call only to be informed that there is no stock available. This situation has not resolved my issue at all. I was previously informed that there were helmets in stock and that once I forwarded the proof of payment, the item would be dispatched immediately. Despite this, I have received no communication or update regarding my order.

I have made purchases from your company before without any issues, which makes this lack of communication and resolution even more disheartening. It is unacceptable that I have paid for an item and received no communication or product in return. This is not the standard of business I expect.

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Replies (1)
Bike Addict
Bike Addict's reply08 Apr 2025, 16:17
Official
  Hi Bjorn  Thank you for reaching out and for sharing your concerns with us. We want to begin by sincerely apologizing for the frustration and inconvenience you’ve experienced,  your disappointment is completely understandable, and we take your feedback to heart.  Please know that had we received your proof of payment at the time, we absolutely would have dispatched your order immediately, as the item was indeed in stock then. Unfortunately, we did not receive any confirmation or proof of payment on our side, which meant we could not proceed with the shipment.  As we now understand, your payment was successfully made and reflected on the 17th of March. We are truly sorry that this situation unfolded the way it did, especially given that the helmets are now sold out, and the supplier has confirmed that they are unable to provide any more units.  As discussed earlier during our phone conversation, we will be processing your refund as soon as possible. We are genuinely sorry that this experience has fallen short of the service you’ve come to expect from us, especially as a returning customer.  We appreciate your support and hope we’ll have the opportunity to assist you better in the future.