When I sent an email to chase the order, I received a message showing that the order was showing as 'failed' on their 'system'. They hadn't bothered to contact me using the email address given, or bothered to reconcile with their PayPal account. Why?
It wasn't until I chased that they realised the payment had been received, and sent the item I'd paid for. Checking and reconciliation should be part of any 'system', computer-based or not.
I did however receive an apology, and the item was then sent first class.
I didn't give permission for my email address to be used for any other purpose (including TrustPilot!).
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