Company owner here. The customer is correct, and I remember this order clearly. We had an internal miscommunication which meant customer support (in other words, me) genuinely believed the order had been dispatched when it hadn’t. As soon as I realised the mistake, I apologised and refunded the order immediately.
I couldn’t help noticing that all 10 of this gentleman’s Trustpilot reviews are 1 star. That is quite the streak. I’m genuinely sorry we added to your list rather than providing a rare moment of relief. Since this experience we have improved our processes significantly, and perhaps one day we will be fortunate enough to witness your first 2 star rating.
Note to customers: I do not wish to make light of shipping delays. They matter, especially when gifts are involved, and we are always working to improve our systems. If you ever experience a delay, please reach out. We are always happy to help.
And if you are worried about a parcel arriving on time, please contact us. In the 13 years since I started the company, we have never charged extra for a shipping upgrade.