“I placed an order on 1st May 2023 that was about £29, made up of lots of cards I wasn't too fussed about (just ordered them as I was already ordering) and 3 cards that made up £23 of the order.
Without any communication they shipped the order without 5 cards including the 3 that made up 80% of the order.
INVENTORY
They said that the item was "out of stock". However, more than 2 weeks after ordering, their website was still showing them as in stock and if I wanted to, I was able to purchase 3 more copies again. I feel like I'm doing their job for them and informing them of what is and isn't in stock. They marked Archfiend Eccentrick and Mathmech Diameter as OOS however, the fifth card that I didn't receive from my order was Firewall Guardian. I never specifically mentioned this card in my emails to them and that card is still available for purchase on the website.
(They eventually said the issue was the that their website doesn't update stock immediately it updates "every so often").
COMMUNICATION
I emailed them 3 times before I received any reply at all. Then this reply was 2 lines long and simply addressed the issue with the website placing my order twice (NOTHING about the fact that I didn't receive 80% of my order and their website was still showing it as in stock). I then emailed 2 times and called 5 times (no answer) and left a voicemail message before I received a reply to the bigger issue.
REFUND
The first I heard of the items being out of stock was when I received the order and there was 5 cards missing, plus a fulfillment note that stated that they were out of stock. This was on the 4th May 2023. The note stated that I would receive a refund for the cancelled items. On 20th May 2023 (19 days after ordering/16 days after receiving my order) I received an email saying that Kool Kingdom have processed my refund. I understand that refunds take 3-5 working days to go back to your bank account but my issue here is that they took 16-19 days after the order to actually process the refund! 2 and a half weeks where they just held on to my money for no good reason.
SUMMARY
- Didn't fulfil 80% of my order
- Didn't communicate the issues
- Didn't reply to emails or phone calls
- Didn't mark the "out of stock" items as OOS for more than 2 weeks
- Didn't refund me for the items not fulfilled for almost 3 weeks
- Didn't offer any compensation (such as a gift voucher, refund of the items I didn't really want, refund of the postage) to rectify issues
All in all, maybe the worst piece of customer service I've ever experienced!”
