Order made on 10th December using…
Order made on 10th December using express shipping. No order recieved, contacted haloure who said it was made to order (it’s not made to order, its drop shipped from Ali express) and wouldn’t be sent until 22nd December. 22nd of December passed and I contacted again multiple times with no response. I then emailed asking for this to be refunded as it was at that point over a month after ordering, I emailed this same request three times with no response. Haloure responded with, “ Hi apologies I have just chased Royal Mail and for some reason the parcel was held due to the address details being queried. However iv verified they are okay and can be released to be sent to you to receive this week?”. I asked for tracking information to prove this as I never recieved any tracking information. Haloure refused to provide this. Haloure responded saying they had sent the package out. I replied saying I have stated three times that I would like a refund for this as it was ordered over a month ago using express shipping and was no longer needed. Haloure then responded saying, “ Hi above I asked you if you still wanted the parcel if the details were verified and you didn’t say you didn’t want the parcel? If you don’t want it last week I would have redirected it back to me instead of paying an additional fee to have it sent to you. You will receive tomorrow so when you have it let me know if you would like to keep it or return”. I replied with 4 separate screenshots of my emails requesting this. At this point I raised it with the bank and was issued a refund, I informed haloure of this to which they replied, “ When did you receive the refund as that wasn’t approved by us” followed by various unprofessional messages. This went back and forth with haloure refusing to provide a provide a final response regarding the issue in order for it to be escalated with ombudsman, trading standards etc.
trading standards are now dealing with the matter.