Items not sent, 0 status updates, no answers.
Ordered over a week ago, 0 status updates, 0 answers for contact attempts, despite advertising 7 days a week customer support.
All products ordered we're unique pieces so stock problem shouldn't be a thing.
Currently in progress to trying to cancel and refund my whole order, since they clearly don't want to send it. I have never meet such unprofessionalism among aquarium hobby.
Edit: Refund had been declared automatically, didn't receive yet. Tried to blame it on customs, but hard to believe since all other EU countries ship here within days with 0 problems.
It took me tremendous amount of work to get anything answered, despite them advertising 7 days customer support. My order status still shows as "processing" in their site and I got blamed of "spamming" their customer support by trying to contact them twice after the first contact attempt was completely ignored for days.
I'm honestly suprised this store has any customers considering how unprofessional and cocky the one sending their emails act. Everybody else did wrong but them (customer, customs, country), yet they forced me to 'spam' to get even status update on my order that still hasn't been updated from processing despite them telling they sent it and now had refunded it already wtf?
Reply from Aquabota
Good morning,
Your order has been cancelled and refunded, as previously indicated, for the following reasons:
Customs checks in Finland
Finnish customs authorities are currently applying stricter and more frequent checks on incoming parcels. These checks can cause significant delays, depending on the specific internal criteria of the local authorities.
Given the difficulties encountered over the past two weeks with shipments to Finland, we decided last Friday to temporarily suspend all shipments to this country in order to avoid further inconvenience to our customers.
Specific block related to payment information
Following our email exchanges, we requested additional information regarding the blockage of your parcel. In your particular case, the use of a credit card issued outside the European Union, specifically by the Hong Kong Special Administrative Region (China), led to additional checks by the competent authorities, which resulted in the parcel being blocked.
Furthermore, we would like to inform you that our response times are currently longer than usual due to the high volume of enquiries we are dealing with and the response times imposed by the relevant authorities in the destination country, which are necessary in order to obtain the required information.
In this context, and in the interests of transparency and to minimise inconvenience, we have decided to cancel the order and issue a refund.
We fully understand your frustration. However, we would like to emphasise that these decisions are based exclusively on the territorial requirements of the customs authorities of the destination country, in this case Finland, over which we unfortunately have no control.
We remain at your disposal for any further information you may require, and thank you for your understanding and cooperation.