No refund and no communication

Order number: *** I wish 0 stars were an option. On 19 October I placed an order which was indicated would be delivered on or before 12 November 2022. I then received an email after the order was placed and paid that it would be dispatched in the week of 14 November. I then wrote to them on the 21st of October:

“ Now you indicate that you will only be dispatching the product in the week of 14 November.

That is unfortunately too late as I need the item by the 18th latest as it is for an event on the 19th.

If you will not be able to deliver this in time, please let me know because I would then like to cancel this order before it is dispatched and get a refund.

I look forward to hearing from you as soon as possible. »

They respond ON 25 October 2022 (!) saying: “Please take note that your order has already been processed, a handling fee of 35% will be deducted upon the cancellation. Refer to our refund policy website in the following link. https://manicaa.com/refunds-and-returns/“ (this is nonsense but we’ll get to that)

They then ask for my banking details in that same email and I provide same on 26 October 2022.

I then hear NOTHING from them again to this day. I check their so called policy and see that this is what applies for the 35% to be deducted:

“A restocking penalty of up to 35% of the item cost may also be app**** due to the costs to return the item(s) to the international supplier.“

So I mail them again on 8 November. I’ve checked an the status of my order was always “paid” and never progressed to “processed” before I requested cancellation. So no item was dispatched, processed and handled that had to be “restocked”.

I mail them AGAIN on the 21st and 22nd of November demanding a full refund and requesting a response of some kind and again - no answer.

I’ve mailed them again today, 13 December 2022. I really did not want to come on here and write this review but I’ve given you ample opportunity to rectify your (in)action, Manicaa.com.

In this day and age of online shopping and customer experience requirements I am nothing less than appalled.