Complaint: Don’t tell you about the customs

on 26 April 2021 about BIOVEA in category Care Products

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My complaint: allow you to order under false pretences. I’m still waiting for an order from 24 March. I now find out its stuck in customs and is in 3 separate packages. I didn’t even know it was coming from outside of EU. No idea how much more money it will be. They also don’t bother to answer emails anymore and just have a standard response blaming covid. Unacceptable!!
Update – the first package has now been turned back by customs. Apparently I now have to wait for a refund until they get it back. Doesn’t seem fair to me. I gave them money before I had the package so why won’t they give it back to me before they do! Its not my fault that they send things in a way that won’t pass customs.
Update 2 – customs want 133SEK to release the second package. Biovea said they will refund this but will only give a store credit. There was nothing in the ordering process to say that my items were coming from outside of EU so I couldn’t prevent this happening.
This company is worse than useless

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Justified complaint?

Suggested solution:

Issue a full refund for the goods as I have not received anything

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