***********, unprofessional and Poor service

I have been a regular customer. I have experienced issues to return a parcel twice now. Your normally have to request the return/exchange on their app, which I have done and within the correct time frame. Unfortunately there was issues with their app and it wouldn't allow the request. Havent been able to speak to her person on the phone to get assistance and that's just not a possibility these days. So you have to email them and it's like getting an email from a robot telling you "your request was declined" with the same answer over and over. Not acknowledging the fact that you are getting in touch to explain the problem and need assistance. There is just nobody trying to help you. It's the same thing over and over no matter how many times you try to email and explain the problem. It's so frustrating and now I have to be negatively impacted due to their error and incompetence. I'm not one who complains for no reason but this is unacceptable. I believe in customer service and deal with a problem individually and in person. Yet these people do not understand the concept???? Its almost like it's done on purpose so that you will just let it go. Unprofessional..