Philips Sonicare
I am extremelly disappointed at how Philips has been handling my order.
I purchased some items on the Philips Sonicare website on 26/March and received the confirmation e-mail saying that I would receive my products within a week. Also, the payment went through and the money has already left my account.
Today, 13/April, I still haven't received the order and neither have I gotten an e-mail with tracking or expected date for the delivery.
I got in touch with their customer service, who said that they needed to escalate to second level support, and could not get me a timeline on when they would get in touch.
I decided to get in touch with them again, as I didn't want to be waiting on support to sort their things out, and just wanted to cancel my order and get my money back.
This time they asked me to call so they could explain things better, and the summary is that they cannot find my order. So my case is still opened and with no timeline on when they will get in touch or how long it's gonna take to have an answer. Also, because they cannot find my order, they cannot issue me a refund.
When I decided to buy from Philips, I believed that it was a brand that I could rely on and trust. Now, when I think about them, I cannot feel more disappointed with it.
So basically: I paid for products that I did not receive because they cannot see my order and I also cannot cancel it for the same reason. It feels very much like being stolen!