This was the worst online shopping experience I have ever experienced. This problem went on for over 2 months, and ended unsatisfactorily.
I ordered a bag in late November as a Christmas gift. All was fine, until 2 weeks passed and I tracked my delivery and saw that the package had been sitting in the delivery office for a few days. I called Royal Mail, who was sending the package, and they aid they had attempted delivery, and that it had been delivered to a different address. I have no idea why this was.
At this time, I was told there was nothing i could do. I told Killstar about this and did not get a response until i messaged a second time. They opened an investigation. To cut a long story short, i did not receive any more emails from Killstar until January. They said the delivery had failed and the package was returned to them. They also said that they would delivery the package. A week passed and still nothing. I had to message them three time to get a response, and was asked to pay the delivery fee again.
I thought this was ridiculous. This had been going on for two months, for no fault of my own, and i was expected to pay for delivery again, when it wasn't delivered the first time? Frustrated, i asked that Royal Mail or Killstar pay for the delivery, or simply give me a refund as this was unacceptable.
As is clearly a routine now, i got no response. It wasn't until this morning that i got a receipt for a refund. But, this was only for the bag i tried to purchase. They did not refund me the cost of the original delivery. So, here we are. Nearly three months since i first ordered it, no bag, less money.
Thanks but no thanks Killstar. Never again.
TLDR: Unresponsive, unfair, unhelpful, unsympathetic and charged me for nothing but wasted time.