Poor customer service, avoid online shopping

Poor customer service making me wasting my time and my energy plus threat loyal customer without consideration and totally unfairly.

Do not buy online but directly at the shop for for safety and no surprise.

Order past the 4th of August and never arrived. No update on DpD, Maxi Zoo weren’t able to tell me why and firstly think I did received the parcel based on false and wrong information they got.

After 2 weeks without news of my order, after several emails and discussion on phone with Customer service ( being patient and polite, being a loyal customer for 2 years … ) they ask me a handwriting letter to testify that I ve never received the order.
I was feeling bad but didn’t want to have pay for nothing or being scammed so I do write the letter.
The answer was negative like they refuse the refund or I was on my right according to policy, more than 2-3 days for delivery or I Never receive it even after 14 days !

I have also request them to send it again if they have to, directly to a shop then I can collect it as I didn’t trust anymore DpD or they online service after this experience.
They refuse like they refuse a refund. Instead they send it again without asking anything …

Don’t get me wrong, 80% of the time orders will arrive without issue but when it happens … be ready of that … I can see several similar experiences on other reviews so it’s a fact.

For me now, only at the shop or nothing.