Leanne

Jul 25, 2020

Would rate -5 if I could PLEASE DONT BUY

Would rate -5 if I could this service is APPALLING. I wish I read reviews before signing up. I bought the may and June crate. Before I even received my may crate I had a payment of £40 taken from my account for a June crate renewal with absolutely no warning, no notice, not even a place on the website to let you know the date it will renew. I wasn’t even able to evaluate if I liked the service and wanted to continue using it before they took more money off me. I then read so many awful reviews of this happening to people, one family had £300 taken off them for a “renewal” of a year subscription of crates without ANY WARNING OR NOTICE, not even an email heads up so they'd know to cancel in time and were REFUSED a refund. I’m pretty certain this isn’t legal. After reading the reviews and realising I probably wasn’t going to get my money back (cause this service is avoidant) I let it slide and thought that one more box wouldn’t hurt. (I didn’t receive my may crate for 2 weeks after that.) I cancelled my subscription immediately after they took my money so they couldn’t do it again. It is a week till august and I have been trying to contact customer support for two weeks on the status of my June crate and have been ignored. It has taken me commenting on their Instagram a lot to get any help and I still haven’t received that help. They went as far as replying to MY complaint comment telling me to wait as they’re “busy” and when somebody replied to me telling me they were experiencing the same thing doki doki said to THAT person “send us your email” and got their issue sorted immediately. I commented again yesterday and sent my email and all further messages have been ignored. I received my June crate today and it arrived with BUGS INSIDE IT. I have photos and a video of it too it’s disgusting. They have not replied to this complaint either and I don’t think they will, I doubt I’ll get a refund either I’m so shocked. Please don’t buy. The contents of the box are apparently not the value they claim they are. You also don’t receive any receipts, order confirmations, shipping confirmations or tracking numbers (absolutely nothing in my inbox anyway.) Also to access the support request you filed you have to make a separate account that conveniently glitches and doesn’t allow you to create a password so I can’t view my request to screenshot it as proof I contacted them, I wasn’t even sent an email copy. It’s so sketchy. Also claimed there would be a “slight rise in shipping costs” and I was overcharged by £5 for both crates. Honestly I could go on all day, read the reviews, they’ll tell you what you need to know. Never using this service again and I’ll be sure to let my friends and family know not to too. Update: Got a response via Instagram to send them my email, they didn’t even read the messages. I commented AGAIN days later to get a response to which they claimed I never sent them any Instagram messages and made out that I was lying, I screenshotted the chat to prove I’d sent messages and they acted oblivious and sent a screenshot of a “brand new chat”... For that to have happened that would have meant that they DELETED my chat before even reading it. They avoided all responsibility when I told them all the issues I was facing and blamed everyone but themselves and told me they couldn’t help and I’d have to call a postal service. That’s the issue, due to not receiving any shipping or tracking information AT ALL for EITHER box who the hell am I supposed to call? They were incredibly rude and kept telling me to email the support team which I’d already done. I’ve emailed them again and have not received a response for about 2-3 weeks now. Disgusted, I want my money back and they’re deliberately ignoring me 🤦🏼‍♀️