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Worst experience ever

I bought a set of trunks with Achica on 27th August. The items arrived on 19th September and the larger trunk was cracked on the bottom. I wrote immediately to Achica to notify them, adding photos to show the damage. They told me they don’t keep stock of their products so they would contact the supplier and revert back. They never did. Since then I’ve been chasing them around, asking for updates, asking for an estimate and I never got any decent reply. I’ve exchange more than a dozen of messages with the agents and only get empty/unhelpful/mistaken responses. One of them even said my replacement had been delivered already!!
I tried to appeal to social media but –obviously – their page is not open to posts so I couldn’t make my complaint public. A Customer Service Advisor contacted me after I tried to post on their wall on Facebook and said she would take over my case herself, admitted they had made mistakes – both poor communication and excessive delay- and sent me a mail from her personal mailbox (instead of the incredibly annoying Customer Care webpage) as a form of commitment to resolve. She mentioned compensation and assured me this would be resolved.
Well, this was on 4th November. I never received any further information. I wrote to the Advisor twice and only got a response after the second attempt – today (18th Nov). They say they expect to receive my replacement this week in their warehouse. Interestingly, I’ve heard that before – on 14th October when one of the customer service agents said the same thing.
It has now been 2 months since I received the damaged item and I don’t even have an estimate for replacement. I have the giant box in which the trunks came in sitting on my hallway - for 2 whole months. It’s disrespectful, to say the least.
ACHICA has been the worst buying experience I ever had. They can advertise any offer they like – not even for free I’m repeating this mistake.

Elizabeth Stuart found this review useful

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Adriana Manna
United Kingdom