AXDIA web-shop bad expirience
I ordered a replacement motor for my vacuum cleaner on the axdia website. I received an order confirmation by email, my bank confirmed the withdrawal of funds, and PayPal sent confirmation that they had successfully completed the transaction. However, after a while, axdia sent a letter saying that they had problems with my payment and my order had been cancelled. I tried to contact customer service, described the situation, sent the payment details from the bank and the payment confirmation from PayPal, but all I got in response were standard replies, with no attempt to understand the situation.
As a result, I did not receive the goods I ordered, my money is stuck somewhere in axdia's account, and no one is trying to understand the situation.
All of this looks like fraud.
UPDATE: 13/08/2025
To be honest, after several emails to customer service, I received confirmation that my payment had been registered by the accounting department. Now I just have to wait for the ordered goods to be shipped.
I hope this will happen automatically and I won't have to write to customer service again.
I'm adding another star for the progress :)
UPDATE: 20/08/2025
The item has not yet been shipped. There have been no emails regarding the order status thus far. One of the previous emails mentioned that it would be shipped within 7-9 business days. This order processing time appears strange.
Reply from Axdia International GmbH
Dear Customer,
Thank you for taking the time to share your experience in detail. We sincerely regret the inconvenience caused by the unusual payment process.
Since your payment was not made directly through PayPal but rather as a transfer, it could not be automatically assigned in our system. As a result, the order was temporarily cancelled. Once our accounting department manually confirmed the payment, your order was of course reactivated and is now being processed.
We completely understand that this situation was frustrating and confusing for you. Please rest assured that your item will now be shipped to you as quickly as possible. If you have any further questions, our customer service team will be happy to assist you at any time.
Thank you very much for your patience – we hope you will soon be satisfied with your replacement part.
Kind regards,
Your Axdia Service Team