Dear Karsten,
My apologies for your bad experience with us. The fact is, you can ship your parcel to any address you like, but you have to enter the new address before you finalize your payment via the credit card secure site. Of course, our customer service can help you change the address also after the purchase has been finalized, which we do all the time. In this case, we can see from the time stamp that your email was sent Tuesday evening. However, for some reason it didn’t reach us until late Wednesday evening, and was replied to by our customer service first thing Thursday morning. By then, your parcel was already underway.
We have just changed support system to Zen Desk, so I would assume that this delay has something to do with the change. I have asked IT to look into the matter.
As for the circumstances in your case, I can only give you my sincere apologies and assure you that I will do my outmost to make sure that the issue with delayed emails are not recurring. As soon as you get the parcel, I would appreciate if you would send it back to us and I will credit your payment as well as other expenses you have had for returning the parcel.
Again, my apologies. //Jenny
Reply to your reply. :)
I don’t agree with Jenny at VISA. It is absolutely possible to enter a shipment address different from the billing address when paying with card at our site.
Yes, perhaps it is possible to update our platform as well.
Kind regards //Jenny
