I ordered a pair of shoes from Culture Kings, with the expectation that the 4-6 day shipping timeframe for metro areas was fairly accurate. A day or so later, I received email notification that my order was being shipped. After a week or so, having not received my order, I tried to contact Culture Kings by phone (to no avail), and then by email. I received a reply by a staff member named Jess, who said that due to the delay, I could return the items (which had been on sale) for store credit (no refund) once I had received them.
A week later I still hadn't received the package and the tracking had no updates. I contacted Jess again and was told that sometimes it can take this long, and that sometimes the tracking doesn't always update. I was assured it had been shipped.
Days later, still no package. Getting nervous now because the returns page says the order has to be returned within 30 days of ordering. I emailed again, no reply. A couple of days later, I emailed again saying that the process was unacceptable and I wanted a refund of the whole amount, including shipping.
No reply.
I paid with Paypal, so I opened a case and escalated it, stating I'd like to know where my package is and why it hasn't been shipped. This case remained open for a good week and a half awaiting a response from a staff member at Culture Kings..... which never happened. I won the case due to no contact by the company, and received my whole payment back as a refund.
A couple of weeks later, I received an email from Jess saying "You should have received your refund by now. Jess". Honestly, rage-inducing.
How disappointing that I received a refund only because I opened a dispute with Paypal, to which not one "customer service specialist" replied to offering any information as to why my order appears never to have even been posted or investigating why the order was never fulfilled despite the money being taken from my account.
Nobody could give me an answer other than "just wait, it's coming, the status just hasn't been updated" and so on. I never received a satisfactory answer, I never received my order, and the staff at Culture Kings clearly did not deem it necessary to investigate why the order hadn't turned up or been shipped, did not comply with PayPal when they conducted their investigation, and ultimately I received a refund because the staff there couldn't be bothered to do their jobs.
Glad Paypal exists, otherwise I might be sitting here with no shoes, no answers and no refund. read more