Items not available, refund still not received; poor customer service
On March 27, 2025, I was informed that the items in my order were not available. I declined the offer of alternative items and requested a refund. Despite several emails, I have not received the refund to date (almost 2 months after ordering). Customer service didn't respond; I was only informed once that the case was now being processed. This was several weeks ago.
Response to reply: Meanwhile, I've had several touchpoints with the customer supply. You have all the details that you need to make the refund, but still you refuse (or are simply to disorganized to do so). A refund within seven days - this is what you promise, but the truth is that it took me many emails and about more than one month, still not having received the refund.
Reply from Martincouture
Hi,
We’re truly sorry for the inconvenience you experienced. Please note that all refunds are processed within 7 days, but we were unable to locate your order without the required details. On April 27, we reached out via Trustpilot to request your full name, email address, and order number so we could resolve this promptly — but unfortunately, we didn’t receive a response within the 3-day window.
We’re still happy to help! Please contact our customer support directly at [your support email] so we can issue your refund without further delay.
Sincerely,
Martincouture
