Order never shipped, refund delayed
Title: Order never shipped, refund delayed
I ordered a Telesin Master Grip for iPhone 17 Pro Max from MOJOGEAR, to be shipped via DHL on 5 March. DHL still shows “awaiting shipment / awaiting processing” and confirms they never received the parcel. I contacted MOJOGEAR early in the week; instead of taking responsibility and refunding, they kept putting me off and finally said that if the product was not delivered by Friday they would send another one. I am not interested in repeating the same failed process – I just want my money back.
In my view this is not acceptable service for an EU online retailer. If an item is not handed over to the carrier within the promised time, the seller should proactively cancel and refund, not delay and push the problem to the customer. Based on this experience I will not order from MOJOGEAR again and cannot recommend them to others.
Reply from MOJOGEAR
Thank you for taking the time to share your experience. We are very sorry to hear that your order has not yet arrived and understand that this situation is frustrating.
As mentioned in our direct communication, the shipment process has been initiated on our side. However, the carrier is currently experiencing delays, which unfortunately means that some shipments are taking longer than usual to receive tracking updates or delivery. Once a parcel is with the carrier, we have limited control over the logistical process, but we are actively monitoring the shipment.
We fully understand that you expect clarity and a solution. If it turns out that the package cannot be delivered and is returned to our warehouse, we will of course issue a full refund of your purchase.
Please know that we always aim to support our customers as best as possible and work towards an appropriate solution when issues arise.
Kind regards,
Koen
MOJOGEAR