Before I decided to write this review, I have tried a lot of things and all that I could do was in vain: I first tried to fix the issue by myself but that option isn't available with their system, I had been contacting the customer service via email and phone calls several times for several days and no help, I have then looked for info on how to escalate and submit a complaint but this info doesn't exist unfortunately.

It all started since I placed my second order with Seraphine on the 12th May, during the order process the system didn't give me a chance to log in to my account so order was placed as guest. And when completed payment with Apple pay I realise the delivery address was a former address that hasn't been updated with Apple pay, this has over written my order shipping address automatically without a chance for me to do anything. The first thing I thought of was to update order details since it's only seconds after order's been placed and I know it's definitely not being processed. I searched everywhere from my account to the order confirmation email, there wasn't such information about how you can amend your order details, basically you don't have a chance to change anything once you placed an order, unlike with many other sellers. Inconvenient, but I thought at least there's the customer service team who could help me.

Without a delay I then tried to contact the customer service to cancel the order. It was outside their working hours to I wrote an email.

I then called them the next morning 13th May, the CS staff said she could send a request to the warehouse to cancel the order and that I should receive a feedback in the morning. The fact was I didn't receive a reply until 14th May at 16:28 that the order couldn't be cancelled and has been shipped - to the wrong address. Could this be the result of the delay in their internal comms? The CS staff wrote in the email offering a change of the address so I replied immediately with the correct address in the hope that the parcel will come to me in the end.

Of course this didn't happen. They didn't sent the request to the carrier until 17th May, that is 3 days after parcel been sent to the carrier. I already had a bad feeling. And I started to try contact the carrier Hermes, who insisted that I need to contact the seller to change the delivery address... this is frustrating.

Not surprised I received a message that my parcel is going to be delivered this morning 18th May, and it will be delivered to the incorrect address for sure. I then contacted the Seraphine customer service again asking them to contact the carrier and stop delivery, they basically claims customer needs to make sure the delivery info is correct when they place their order. I was upset not just because they didn't want to do anything at all but blame their customer who has done EVEYTHING she could to help herself. I know it's time for me to give up on the order and maybe this company, too!

I always believed in a second chance so I thought maybe I can submit a complaint and speak to someone else who might still be able to do something... but after searching through their website I realised a complaint portal is not available with this seller. I'm shocked! Ok, forget about my order! I chose to make a purchase on their website and so it's my risk of loss to take! Now I learned this lesson so I will not buy with them ever again.