Terrible customer service and delivery…
Terrible customer service and delivery took weeks- no apology. The parcel got lost in the system and the company did not try to resolve this, it was very much 'its not our fault' - no offer to refund or replace. Thankfully they happened to turn up eventually!! Would never use this company again
Reply from Esdemarca.com
Hi Kirsty,
We’re very sorry to read about your experience and understand how frustrating this situation must have been. A delayed delivery and the feeling of not being properly supported is certainly not the service we aim to provide, and we apologize if our communication came across as lacking empathy.
When a shipment is delayed or temporarily lost in the system, we depend on the investigation carried out by the carrier, which can unfortunately take time. That said, we regret that you felt we did not do enough to help or clearly explain the process.
We’re glad to hear that the parcel eventually arrived, but we truly regret that the overall experience has led you to feel this way. Your feedback is important to us and will be taken into account to improve how we manage and communicate during delivery incidents.
Kind regards,
The Esdemarca Team
