This shop seems like a scam
This shop seems like a scam. Parcel never arrived, and no cooperation to organise a refund for a no-show product. When asked, the customer service team would not provide details of the ‘courier’ my parcel was with, despite saying it was with them (for about 4 weeks) and I’ve not received correspondence from AusPost (apparently the partner courier according to the website) as it’s clearly not with them.
Phone number on the website does not exist, and they’ve left out the last letter on the email on their website to make it unreachable. Only way to email them is through replying to their order confirmation email, where you will have (what sounds like) AI-generated responses.
Do not recommend buying from here, please be careful.
Some quick updates to clarify: have only been receiving responses from .com email (this is the email the Customer Support Team has been replying on), and have been told multiple times that there is nothing the company can do until the order is delivered, and only then can I request a refund. Questions about who the courier is with have been evaded (despite claiming the parcel is with a courier), and no correspondence from a courier like AusPost. Similar to Donna, they’ve now also said they’d issue a full refund if I remove my review. Please be careful.
Reply from Stellamelbourne
We would like to clarify that we have made every possible effort to resolve the customer's concerns. However, despite our repeated attempts to assist, the customer has continued posting reviews containing claims that we believe are inaccurate and misleading.
1. Customer Communication & Order Tracking
The customer contacted our support team regarding their order, which was already on its way. Our team provided the tracking page link and informed the customer that they could check the latest shipment updates through the tracking page.
The customer subsequently claimed that they were unable to track the order. When our team checked the tracking information, the latest update available was dated October 29. We reviewed this update and shared the information with the customer, requesting that they kindly allow additional time for delivery.
2. Customer's Refund Request & Communication
Despite receiving the tracking information and updates, the customer continued demanding an immediate refund and stated that they would file complaints against our business.
Our team repeatedly explained that the order was already in transit and could not be canceled at that stage. We continuously apologized for the delay and requested that the customer check the tracking information and allow additional time for delivery.
We also explained that if the customer no longer wanted the order, they could wait until the parcel was delivered and then contact us to arrange its return.
However, instead of cooperating with the proposed process, the customer continued posting negative reviews and making demands for an immediate refund.
3. Our Efforts to Resolve the Matter
We genuinely wanted to resolve the customer's concerns and avoid any further inconvenience.
As the customer continued posting reviews that we believe contained inaccurate and misleading information, potentially affecting other customers and our business reputation, we eventually requested that the customer refrain from posting further misleading reviews.
We are also attaching an email screenshot in which we clearly explained that we were willing to issue a refund while the customer would still receive the order, as the parcel was already in transit. We requested that the customer stop posting reviews containing claims that did not accurately reflect the complete correspondence and resolution offered by our team.
Our intention was to resolve the matter directly and fairly, not to create further conflict.