They don't honor their obligation towards the customer Basically, if you don't purchase package insurance with Route(which is another garbage company, and deserves its own separate discussion), they don't care about any damage to the package or any missing items. I read their T&C, and apparently it's up to their discretion what they accept as proof of damage and missing items. So I followed their advice and made an unboxing video. In the video it's clearly visible what was inside the package, and what wasn't. After a long back and forth with customer service, they told me that apparently there was a deadline for submitting a claim, and now they can't do anything. What deadline? Don't know. They never bothered explaining, and I never found such thing in their T&C. What claim? Don't know. I signaled my issue to them as soon as possible, sometimes it took them days to get back to me. So going past any imagined or real deadline is their fault as well for not being efficient and prompt in replying. The only time when they mentioned something about any deadline is when they told me, out of the blue, that they need the photos in 48 hours otherwise they won't process my claim. What kind of law is this? Is it their internal policy? Again, I browsed and browsed their website and found no such thing. So it's not even there apparently. Even if it's their policy, and they put it in their T&C on their website(which they haven't so far), how legal is it? Again, it was taking them minimum 48 hours to reply to my messages, and there was a lot of unnecessary back and forth. And then they tell me I only have 48 hours to upload evidence? Based on what? That's not how it works. I also need to give them a 1 star due to how difficult their process for filing a claim for missing items is. There's no direct way to do it, you have to go and start a return of the product that was missing, and some other unnecessary steps. There's also their messaging system which is incredibly confusing and idio*ic. Basically next to your order you have the option of 'Contact/Messages', and also after you start a return you will have the option 'View return status/Messages'. What is the difference between the two? Don't know. It was never explained. I feel like they do that to make communication more difficult for you, and they can keep referring you to contact the 'other department'. They've done that to me as well, telling me to contact them via 'internal messaging', like I'm supposed to know I was supposed to contact them that way in the first place, or what's supposed to be an 'internal message'. Anyway I still haven't heard back from them regarding this order/missing product, so I contacted the European Dispute Resolution. Hopefully they'll prefer talking to them instead. This is what happens if you don't buy shipping protection. They won't care about missing products, their warehouse of course never makes mistakes. /s But don't even get me started on Route(their shipping protection), which is probably an even more incompetent company than Tradeinn. The only reason why I used them so frequently is because they have one of the largest selection of products in Europe as far as I'm aware. However their customer service and organization is worse than a mom and pop store's. Tip for consumers: If you do end up using them be prepared to have issues with your shipment, be prepared to communicate with inefficient/uninterested customer service agents, and fight for weeks for your refund/replacement. I would avoid and choose Bergfreunde for similar products.