Although the bracelet and necklace were good quality as expected, the service provided was poor and I will not be purchasing Ti Sento using your website again. It is not absolutely clear that the goods will be provided via your Netherlands outlet when purchasing using the UK website so additional costs were incurred. However, there was worse to follow.
Despite receiving 2 emails from the Netherlands confirming that the goods had been ‘lovingly’ packaged and shipped, plus a further email from the Dutch courier (NL Post) that they had received the goods and would be despatching shortly, this was not the case. When I checked the Post NL website 5 days later the delivery status had changed from goods received to awaiting goods from supplier. I phoned Post NL and was told to contact Ti Sento (Netherlands), which I did on Friday afternoon and left a message on an answering machine. As I hadn’t received a response by Monday mid-day I phoned again and was asked to send an email, which was done immediately as the jewellery was intended as a gift for my wife’s birthday on the following Wednesday. Having received no response by the afternoon I called again and was met with the most offhand response that I have ever experienced, including;
• Oh yes, you left a message on Friday but I forgot to get back to you
• I don’t have a copy of your email it must be in my junk mail
• Followed by general apathy to the situation, which eventually changed once I’d made the point that I was a customer and not the problem!
I Finally received a curt email from the Netherlands with details of the consignment being held at a Parcel Force depot awaiting payment of taxes. This was a UK issue as Parcel Force failed to send notification to me, however had I not been made aware the taxes would have remained unpaid and the goods returned to sender without me ever knowing.
The ‘lovingly’ wrapped parcel finally arrived, the presentation box looked very good and contained 2 nicely presented jewellery boxes that should have contained the bracelet and necklace – unfortunately they didn’t. The jewellery items were in clear plastic bags laying under the presentation boxes. Ti Sento could have saved the expense and send them in a Jiffy bag.
My apologies for the rant, I had thought to put the experience behind me and go elsewhere next time – but you asked!
