Poor customer support and communication
I purchased a merchandise item in their online shop which was of inferior quality, possibly a counterfeit. I proved this to the seller by making photos of a similar item in my collection with much higher quality. The seller then voluntarily agreed to a return via e-mail. According to their Terms of Service, they are not obliged to make returns but they clearly stated that they refund me as soon as they get the item back.
Then the seller provided me a UPS return label and I sent the item back on June 8th 2024. From here on the problems began. I was noticed by UPS after some time that the return label had been incorrectly issued by the seller. There was something wrong with the return address. I asked UPS what to do and they answered me that the seller is is a UPS business customer and created the label, so the seller had to contact UPS to clear the situation. This was also undoubtedly evident from the tracking details which were of course available to the seller via the tracking number. The tracking information page clearly stated that something was wrong with the return address of the seller and that the delivery was stopped by UPS unless the seller contacts them to clarify the issue. I described the situation in detail to their incompetent support agent and asked them to contact UPS while referring to the tracking details. Instead, the seller denied responsibility and broke off contact with me even though they provided me a return label in the first place! UPS then declared the shipment missing and issued a compensation offer to the seller as their business customer for the value of the goods. I have proof for that from UPS as I continued to solve the situation with them myself. The seller probably ended up collecting twice: the selling price from me and the compensation from UPS. I am left empty-handed because the shipment is permanently lost. Finally, the seller contacted me again under pressure and claimed that they don't accept returns. However, since a return had already been agreed to in the first place by the customer support of the seller this statement is more than absurd and unprofessional. The seller had the responsibility to issue a correct return label and to clear the situation with UPS after not being able to do so.
I order a lot internationally, but I have never experienced such customer-unfriendly and fraudulent behavior. Don't order here!