Not possible to have a worse customer service experience than this
The very definition of 'buyer beware.' Absolutely woeful service - can only be a scam or the most incompetent company I've ever dealt with. Both options just as plausible. Order not shipped, despite website saying available and extra shipping paid. Multiple emails and tickets not repsonded to. CS hotline was always voicemail, even during business hours. Messages left for call back were never actioned. Requested refund, promised it would be actioned but it has still not been recieved. Below summarises the contact attempts and lack of response and action. Note how many tickets and emails never responded to. Some responses were stock emails and clearly they hadn't done anything to look at my situation. 16 September - order 1685 placed with expedited shipping selected 18 September - emailed support for an update on dispatch timing, no response. 18 September - opened ticket via Cyburthur site (#2817) re update on shipping (as a backup to email). No response received 21 September - emailed support re ticket #2817, 'James' from CS replied 22 September advising warehouse closed for 1 day due to Covid outbreak. (this advice no longer showing on Cyburthur website where previously listed) 28 September - emailed support for shipping update, no response 29 September - emailed support - response below (30 Sep) 30 September - email received from 'AbdulRaheem' @ support saying 'shipment being prepared but can take a few hours to a few days'. Appeared to be a stock email response generally for orders placed that day, no reference to previous enquiries. 30 September - emailed support requesting escalation of case and what was going on. 30 September - ticket 3264 opened via website as backup for above email. No response received to above email or ticket. 6 October - emailed support, no response. 6 October - opened ticket 3911 via website as backup. No response. 9 October - rang CS during business hours per website, voicemail only. Left message. No call back. 12 October - rang CS during business hours per website, voicemail only. Left message. No call back. 13 October - follow-up email and ticket (3911) sent, no response 13 October - rang CS during business hours per website, voicemail only. Left message. No call back. 13 October (after above) - apology email received, clearly a mass email to multiple customers, with a range of excuses for delay and advising refund is possible. 14 October - opened ticket 4275 requesting immediate refund. Email copy also sent. 14 October - 'AbdulRaheem' responding to ticket 3911 confirmed cancellation requested and refund to be processed in 3-5 business days. 22 October - emailed Cyburthur for update on refund as not recieved, no response 26 October - emailed Cyburthur for update on refund (+ ticket 4814 via website), no response