I have been waiting 3 months to order an airconditioner. Still OUT OF STOCK. No phone number to phone customer service. I selected refund or return just to see where it would take me. Right back to... Mehr ansehen
Wir überprüfen keine spezifischen Behauptungen, da die Meinungen der Bewerter ihre eigenen sind. Wir können Bewertungen jedoch als „verifiziert” kennzeichnen, wenn wir bestätigen können, dass eine geschäftliche Interaktion stattgefunden hat. Mehr erfahren
Um die Integrität unseres Portals zu schützen, überprüft unsere automatisierte Software alle Bewertungen – unabhängig davon, ob sie verifiziert sind oder nicht – rund um die Uhr. Diese Technologie identifiziert und entfernt Inhalte, die gegen unsere Richtlinien verstoßen, wie zum Beispiel Bewertungen, die nicht auf einer wirklichen Erfahrungen basieren. Uns ist bewusst, dass wir möglicherweise nicht alles erfassen, doch Sie können uns jederzeit problematische Inhalte melden, die wir Ihrer Meinung nach übersehen haben. Mehr erfahren
Das sagen Bewerter
I placed an order on February 16th and immediately I received the order confirmation email which said that the order would be shipped within 3/5 weeks. Almost 3 months have passed and I haven't receiv... Mehr ansehen
I placed an order on October 8. At the time of purchase, the stated shipping window was 3–5 weeks. On November 4, I received an update indicating that the order would ship on November 24. That date... Mehr ansehen
Unternehmen hat geantwortet
Terrible, I can’t explain how bad it’s , as I had an order since April and haven’t received the item yet as it was mentioned that the order would be shipped in a few weeks. I have contacted them mult... Mehr ansehen
Unternehmensdetails
Kontaktinformationen
1.4
Ungenügend
110 Bewertungen
Bittet Kunden um Bewertungen
Das Unternehmen lädt seine Kunden ein, Bewertungen zu hinterlassen – ob positive oder negative.
Hat 22 % seiner negativen Bewertungen beantwortet
Antwortet meist innerhalb von 1 Woche
So nutzt dieses Unternehmen Trustpilot
Erfahren Sie, woher die Bewertungen stammen und wie sie ausgewertet und moderiert werden.
Das haben sich andere Leute angesehen
30% COST TO GET MY ITEM DELIVERED
Just another red flag note: all the replies from this company here seem to imply the customers are at fault... their management team should really take responsibility for poor communication and operations vs just defending their poor service in responses.
-------
The company did not pay for the shipping or handle it correctly and now I am being told to pay $300 for the shipment to enter the country due to them not shipping it via Air Freight and not handling a shipping broker to ensure the package gets INTO the country. Customer service is not offering any solutions other than "we are sorry" and there is no number to call which is always a red flag. WOULD NOT RECOMMEND.
They said they replied -- this was the non-helpful reply basically saying good luck and we don't care now that we have your money. Terrible customer care support. Please note these are NOT duties or fees but shipping costs that UPS told me clearly the shipper 99% of the time handles. They are being cheap and cutting corners to offload the cost on customers.
THAT LIVING COOL REPLY & help that they offered:
"There has not been any issue on our end—all documents were correctly filled out for the shipment."
1. März 2025
Bewertung ohne vorherige Einladung
Antwort von THAT COOL LIVING
Hi Alex,
We’re sorry to hear about your frustration, but we’d like to clarify a few points:
• Shipping was fully paid for and arranged as Air Freight. Your shipment is already in the United States.
• As stated in our terms and conditions and shipping policy, all shipments outside of the European Union may be subject to import duties and taxes, which are the responsibility of the recipient. Since your shipment was sent to the United States, it falls under these regulations.
• Duties and taxes are not the same as shipping fees—they are separate charges imposed by the customs authorities in the destination country. Unfortunately, these fees are beyond our control.
• While we do not have a phone line for U.S. customers, we have been fully responsive via email, providing guidance and support throughout the process.
We understand that unexpected fees can be frustrating, and we’re happy to assist in any way we can. Please feel free to reach out via email if you need further clarification.
Kind regards,
Anna | THAT COOL LIVING
long delivery delays with poor…
long delivery delays with poor communication/updates. piece of furniture is not very well made.
20. November 2024
Antwort von THAT COOL LIVING
Dear Nickolaus,
We’re sorry to hear that you are not satisfied with the Pace Bed. We truly appreciate your feedback and have forwarded it to the manufacturer, Karup Design.
We are always working to improve our service and regret the delays you experienced during delivery. Your input helps us refine our processes, and we appreciate you taking the time to share your thoughts.
Have a lovely day!
Kind regards,
Anna | THAT COOL LIVING
Bought the Karup Japan bed
Bought the Karup Japan bed, came in some damages. Reached out to customer service. And been told they would send replacements. But never gotten back or receive the replacements
19. November 2024
My order was not delivered
My order was not delivered, the delivery company left my parcel at a pickup point without contacting me, That cool living did not contact me either. The order was then returned to sender and £50 has been taken off my refund to cover the costs of return even though this was completely out of my control. I should have read reviews before ordering from here.
17. Februar 2025
Bewertung ohne vorherige Einladung
Antwort von THAT COOL LIVING
Dear Lucy,
Thank you for your review, and we’re sorry to hear about your experience.
We would like to clarify that the courier made two delivery attempts, on December 28th and 30th, and left a note both times with instructions on how to arrange a new delivery date or pick up the parcel. The package was available for pick up at the location until January 12th.
Please note that these delivery and return processes are out of our control, and we are not notified automatically when a parcel is returned due to not being collected by the adressee. As per our Terms and Conditions and FAQ, when parcels are uncollected, the courier charges for return costs, which is why both the delivery and return costs were deducted from your refund.
Our customer service team also offered to issue store credit for the return costs as a gesture of kindness, but unfortunately, we did not hear back from you.
We understand that this situation is frustrating, but we hope this clarifies the situation. Please feel free to reach out to us if you have any further questions.
Kind regards,
Anna | THAT COOL LIVING
I ordered 3 art prints from them in…
I ordered 3 art prints from them in November 2024 and they never arrived. I asked for an update in December and they gave me the run around with vague responses about delayed delivery times. I finally got the notice that my order was shipped but it never arrived. I double checked I had written the correct address and it was correct - I contacted them again and apparently they were destroyed even though I was NOT the one who refused delivery and now refuse to give me a refund. DO NOT ORDER FROM HERE. It’s overpriced and has poor customer service.
15. Februar 2025
Bewertung ohne vorherige Einladung
Antwort von THAT COOL LIVING
Hi Carla,
Thank you for sharing your feedback. We are truly sorry to hear about the unfortunate events.
We shipped your order on the 23rd January, and tracking information was provided to you via email as well as by UPS including parcel status updates. Unfortunately, the delivery was refused on your end, and as per UPS’s standard procedure for refused overseas shipments, the package was destroyed.
We genuinely value our customers and strive to provide excellent service. In this case, our hands are tied due to UPS’s policy, which prevents us from offering a refund when the package has been destroyed after refusal. We apologize for any confusion or inconvenience this has caused, and we’re happy to answer any further questions you may have.
Kind regards,
Anna | THAT COOL LIVING
Still no refund!!!
I ordered an expensive rug with them over 1 week ago. After 48 hrs I contacted them to please cancel because I found the same rug for one third of the price on Etsy, Amazon and EBay.They responded that those platforms are not authorized and won’t meet quality standard same as they do. I still wasn’t comfortable on how slow, challenging and terrible customer service is and asked for a full refund. I have been emailing for 3-4 days and still haven’t got a response yet. Very stressful, unprofessional and disappointing experience.
5. Februar 2025
Bewertung ohne vorherige Einladung
Antwort von THAT COOL LIVING
Dear Roberto,
Thank you for your feedback.
Our customer service team has been busier than usual this week, which may have caused some delays in responses. However, please rest assured that your message is important to us, and we are actively handling your request.
Regarding your refund, please note that credit card refunds are not immediate. Your order was canceled three days ago, and at the time of cancellation, the refund was also initiated from our side. However, as mentioned in our FAQ, refunds can take up to 30 days to reflect on your bank statement, depending on your bank’s processing times.
Regarding the pricing concern, as we have already explained, we cannot match the price of an authentic product with a counterfeit product that you referenced. The manufacturer has officially confirmed that the product you linked is not genuine. We take authenticity very seriously and only sell original, high-quality items, discouraging the purchase of counterfeit goods.
We regret that your experience has been stressful and disappointing. If you have any further concerns, please don’t hesitate to reach out to our customer service.
Kind regards,
Anna | THAT COOL LIVING
I ordered a sofa in October and was…
I ordered a sofa in October and was supposed yo arrive in December. They have been putting excuses or taking a long time to reply to emails. Now they are saying that they had a problem with their logistics here and would send the shipment from europe. The shipment was supposed yo be sent February 10th, but still no news yet. Worst customer service, wouldn’t recommend ordering anything from them.
11. Februar 2025
Bewertung ohne vorherige Einladung
Antwort von THAT COOL LIVING
Hi,
Thank you for your feedback, and we’re very sorry to hear about your experience.
We’ve checked your order and it shows as successfully delivered. However, we completely understand your frustration with the delays and communication, and we sincerely apologize for the inconvenience caused during the process.
If you need any further assistance or have concerns about your order, please don’t hesitate to reach out to our customer service team. We’re here to help and want to ensure everything is resolved to your satisfaction.
Thank you for your patience and understanding.
Best regards,
Anna / THAT COOL LIVING
The glass of my table arrived with…
The glass of my table arrived with imperfections. I have been waiting for 3 months for a replacement.
31. Oktober 2024
Antwort von THAT COOL LIVING
Dear Ivan,
We appreciate your patience and understand your frustration regarding the wait for your replacement glass top. As previously communicated, the manufacturer had to order the replacement from Indonesia, which has resulted in extended timelines. The replacement is still expected to be ready for shipping by the end of February, as you have been previously informed.
Since this issue is due to a manufacturing defect, we have been in direct contact with the manufacturer, who is responsible for providing the replacement. Unfortunately, this process is out of our hands, as we must rely on them to fulfill the order. We understand that this is not ideal, and we have shared your feedback with the manufacturer to highlight the impact of these delays.
We truly appreciate your understanding and assure you that we are doing everything we can to facilitate the process. As soon as the replacement is shipped, we will provide you with an update.
If you have any further questions, please don’t hesitate to reach out.
Kind regards,
TCL Team
Half the order fulfilled and remaining…
Half the order fulfilled and remaining we have been waiting for months now. Unacceptable
11. Oktober 2024
Antwort von THAT COOL LIVING
We’re truly sorry for the delay and understand how frustrating this has been. The extended delivery time was due to the original shipment being returned, but we immediately reshipped it to ensure you received your order. According to our records, the package was successfully delivered to you on January 25th.
If there’s anything still outstanding or if you need further assistance, please let us know.
Best regards,
TCL Team
One star is too much.
One star is too much.
I ordered a single cushion on the 17th November for a lot of money, £115.00
First item apparently “lost in transit”
They posted another, nothing whatsoever about tracking so presume this is now lost too.
I asked for a refund, as soon as I did emails stopped.
Disgusted with this company.
It’s now 3rd January and nothing, beyond angry.
Do not buy from these scammers.
Update.
As of today, 10th Jan, still no order received. Two emails ignored this week. I’ve now given up on ever receiving my order or a refund.
3. Januar 2025
Bewertung ohne vorherige Einladung
Antwort von THAT COOL LIVING
Dear Karen,
We deeply regret the inconvenience and frustration you’ve experienced with your order.
To clarify, we have made every effort to deliver your cushion. The first shipment was unfortunately lost in transit, and we promptly arranged for a replacement. This second shipment was sent out but, just this week, was returned to us by the postal service, citing that the delivery address provided during your order was incorrect.
We take full responsibility for ensuring clarity and communication, and we sincerely apologize if our responses didn’t meet your expectations. However, we want to assure you that a refund was issued to you even before the replacement package returned to our warehouse.
We understand how this situation has been disappointing for you, and we truly regret that this experience has fallen short of the high standard we aim to provide. Your trust is important to us, and we’re committed to learning from this situation to prevent such occurrences in the future.
If there is anything further we can do, please don’t hesitate to reach out.
Best regards,
That Cool Living Team
Horrible customer service, you will never receive your package
Ordered the Japan Bed and futon mattress in late September, and was told it would arrive November 24th. The explanation made sense due to global shipping, and so I waited. Around the second week of November, my order status remained confirmed and so I emailed customer support. They didn't bother to reach out and let me know that the order would now arrive a month late until I asked. You would think if there was this big of a delay they would have reached out first to let me know, but they only feel the need to address the issue once you ask. Not only that, they just gave me an insulting 50 dollar voucher to spend on their products (as if I would actually receive anything I bought from them anytime soon). I decided to wait another month because I really love the product itself. However once again, come second week of December, there was still no status update. I emailed customer support again and I was told it would ship out before the holidays. I write this review now having seen no update (not to my surprise) after the holidays. The customer service doesn't seem to know where my product is and continues to just make up fake dates so that I remain interested, but I don't have the patience anymore. I've requested a refund and hopefully based on the other negative reviews of this company, I'll get my money back.
24. September 2024
Bewertung ohne vorherige Einladung
Antwort von THAT COOL LIVING
Dear Caleb,
Thank you for your feedback. We’re sorry for the frustration caused by the delays. Your order dispatched and successfully delivered. Unfortunately, we couldn’t cancel your order as it was already in transit when requested.
We’re improving our communication to provide more timely updates and appreciate your patience. If you have any additional questions or need further assistance, please don’t hesitate to get in touch with our customer service team.
Best regards,
That Cool Living Team
Purchased soffa 04/23.
Purchased soffa 04/23.
Soffa costs 8000e and cushions went out of shape very fast. Ive reached out to that cool living several times and got one answer. -we fix it. Now cushions would come-. After that they dont answer to emails and no new cushions.
When all goes good, no need to worry, but in these kind of situations also the negative or not so nice things should be managed with good customer service.
I feel fooled.
28. Dezember 2024
Bewertung ohne vorherige Einladung
Antwort von THAT COOL LIVING
Hi Marjo,
We’re truly sorry to hear about your disappointment and frustration regarding your sofa cushions. We completely understand that you expected a resolution, and we regret that our communication fell short of your expectations.
We did submit your claim to the manufacturer, and followed up multiple times on your behalf. However, after their review, they determined that the cushion shape changes are due to normal use rather than a defect, which is why they ultimately declined a replacement.
Our goal is always to provide the best service possible, even in difficult situations like this. If there’s anything we can do to help further, please let us know.
Best,
That Cool Living Team
100% AVOID
Made the order on December 6th. Received confirmation of purchase. It's December 24th and I still have no idea when my product is going to arrive.
0 ways of connecting with someone to talk to. I've sent 2 emails with NO reply. For a 65euro bookend, simply unbelievable.
*Jan 29th update* They cancelled my order! After 2 months of waiting, apparently the item is sold out. Grateful it was just a bookend and nothing crucial. If this doesn't speak volumes about them, idk what does.
6. Dezember 2024
Bewertung ohne vorherige Einladung
Antwort von THAT COOL LIVING
We’re truly sorry for the delay and inconvenience caused. Unfortunately, the item was on backorder at the time of your purchase, which impacted delivery timelines. Our customer service team has been in contact to provide next steps and resolve this for you.
Customers can always reach us via our contact page, chat, or direct email. However, during the holiday season, response times may be slower than usual, and we appreciate your understanding.
Edit: Unfortunately, the delay and eventual cancellation of your order were due to the vendor pushing back the delivery timeline far beyond what was initially promised to us. This was completely out of our control, and we truly regret the impact it had on your experience.
Kind regards,
TCL Team
Terrible customer service, no updates on delivery
I just read the review below and had to deal with almost the exact same situation.
My original order was meant to be delivered between November 20-27th. I didn't hear anything from customer service on an exact date and when I reached out they mentioned there was an issue with their shipping and that it'll only arrive the 3rd week of December. No one bothered to contact me about this before I sent them an email.
I've emailed them twice now and have not heard back. I should be expecting delivery this week but there is no update shown in the order status and no one is bothering to get back to me.
I'm extremely disappointed with my entire experience so far. I understand shipment delays but at least let your customers know what's happening and not leave them hanging.
I ordered this item almost 3 months ago now and it still hasn't arrived and frankly, I don't know if it ever will.
I don't trust the legitimacy of this company and looks like I'll have to do what the reviewer below me did and call my credit card company to find a resolution to this. I'd be very cautious shopping from this company, they do not seem to have their logistics figured out.
18. Dezember 2024
Bewertung ohne vorherige Einladung
Antwort von THAT COOL LIVING
Hi Anna,
Thank you for sharing your feedback, and we want to sincerely apologize for the frustration and disappointment you’ve experienced with your order.
Our customer service team has been in contact with you directly, and we are actively working to resolve the delay. Your order was part of a shipment impacted by an isolated logistics issue affecting a small number of orders in North America. While this has caused unexpected delays, we are taking every step to ensure all affected orders are delivered as quickly as possible.
We also recognize that our communication could have been more timely and proactive in notifying you about the delay. We deeply regret the delayed updates and any additional inconvenience this caused. Clear and timely communication is something we are always striving to improve.
We’d like to emphasize that this situation is an isolated incident impacting a small fraction of the orders we ship on a monthly basis, and the vast majority of shipments are unaffected. This delay does not reflect the usual standards of service we pride ourselves on, and we’re committed to addressing and improving upon the issue.
Thank you for your patience as we work through this. We truly appreciate the opportunity to make this right and assure you that your order is on its way.
Kind regards,
Tony Hopkins
CEO
THAT COOL LIVING
Awful customer service
Awful customer service. The item we ordered was not sent by the estimated shipping date. Not really an issue, but had to chase for an update.
Was told eventually that the item had been sent and provided with tracking details.
I was then contact by the courier service to advise that I needed to pay import fees, which I did immediately.
The item then sat at the courier's warehouse for a week and was then returned to sender.
As That Cool Living took so long to answer my emails, and when they did, just told me that they were looking into it, I contacted the courier (that took an age to get through to) who advised that the sender (That Cool Living) had not completed the customs forms and had not responded to their requests so the item had to be returned.
I have emailed That Cool Living 3 times. No answer. There is no phone number.
No item, and over £50 down in import fees which I will have to try and have refunded by the courier.
The only option I have now is to try and claim through my credit card provider. Terrible service and not even sure if this is a bona fide company given the lack of communication. Beware!
18. Dezember 2024
Bewertung ohne vorherige Einladung
Antwort von THAT COOL LIVING
Hi Ed,
We’re truly sorry for the frustrating experience you had with your order. We recognize that the customs clearance process caused significant delays and complications, and we deeply regret the inconvenience this caused you.
While we did ship your item on time and provided the correct customs and shipping details, it appears our third-party carrier experienced customs processing issues, which were beyond our control. We understand how upsetting this must have been, and we are actively working with the carrier to prevent similar situations in the future.
We have already contacted you directly via email to arrange a new shipment of your order, ensuring the fastest possible delivery at no additional cost to you. Regarding the import fees you paid, we recommend reaching out to UPS for a refund, as the charges were paid directly to them.
We truly regret how this situation unfolded and the frustration caused by the delay in our communication. Please rest assured that we are committed to resolving this matter and providing a better experience moving forward.
Kind regards,
Tony Hopkins
CEO
THAT COOL LIVING
HELP?? Customer service ghosted me
EDIT 2: Alright, did some digging. The leadership at TCL are all my age (25-26). So maybe there's just less business experience navigating logistics/operations/supply chain things etc. So that might explain things. But if the TCL team sees this, I hope you all do your best to either learn yourselves or hire someone who can help turn these issues around. And then please work on the customer service "false promising" because that is not a good tactic. Notice how large brands always side with customers; leads to better brand trust, and hence more likelihood of future purchasing. We are your investment. Spend more on us, and we'll spend more on you. With all that being said, I did initiate a chargeback on my credit card, because I don't have any form of faith that my order is going to come as things stand (three emails all ignored).
EDIT: Ok I just read other review, scratch my original post. I'm definitely facing EXACTLY what others have been facing. False promises of dispatch, no order status updates despite promising them, timely responses RIGHT UP UNTIL I ask for refund options since it's now been weeks since I've received a response from the customer service representative.
I'm NOT going to call this business a "scam" because I know it's not. But it obviously has MAJOR logistical/operations issues that NEED to be resolved. It's almost fraudulent the way they will string you along. I spent $1000+ on an order (almost half in shipping alone!!) with the promise that the order would dispatch within the next week (this was a month ago), followed by several other promises of order status updates within the week (never came).
I just don't understand. From a business perspective, it's as EASY as just telling me from the get-go that my order would take longer. Instead, I was told if I "change the color" of my product, they'd have one dispatched within the week (surprise! this was false).
Frustrating part is no answers. If there are none, then don't promise them. It makes no sense because that just leads to a lose-lose situation for business and customer.
Original post:
Writing this trying to response/reach Christopher Jones (left latest review before mine here).
I think I'm also having a "package stuck with courier" issue; however in my case, customer service has completely failed me and stopped responding to me. Mind if I ask who helped assist you / what I can do about this?
I've actually never had ANY customer service issue in my life until this.
3. Dezember 2024
Bewertung ohne vorherige Einladung
Antwort von THAT COOL LIVING
Hi Sam,
Thank you for your detailed feedback. We sincerely apologize for the inconvenience you’ve experienced. We understand how frustrating delays can be, especially when you’ve placed a significant order with us.
We want to clarify that we have been in contact with you and continue to work on resolving the issue. Unfortunately, the delay is related to unforeseen challenges with our third-party logistics partners (UPS, FedEx, DHL, etc.), who also manage shipments for major global retailers. While rare, issues such as lost packages, customs delays, port backlogs, and courier mishandling can occur across the entire e-commerce industry, including with large, well-established brands.
We recognize that our communication could have been clearer and more transparent, and we’re taking steps internally to improve how we handle such situations moving forward. We never intend to make false promises, and we deeply regret if our previous updates came across that way. Our goal has always been to provide timely updates, even when circumstances are beyond our control.
Regarding the chargeback process, we want to note that once a chargeback is initiated with your bank, we are legally unable to issue a direct refund or provide further resolutions until the bank completes its investigation. This can unfortunately prolong the resolution process, something we hope to avoid in the future by improving our logistics communication.
Please know that our customer service team is still actively working on your case and doing everything possible to bring this to a satisfactory resolution. Your feedback is valuable, and we are committed to learning and improving from experiences like yours.
Thank you for your patience and understanding.
Sincerely,
Tony Hopkins
CEO
THAT COOL LIVING
Not worth the hassle
Over 7 weeks since ordering a print and it's still stuck at Barcelona customs. Firstly the package didn't actually dispatch for over 4 weeks from ordering (despite being lied to that it was being dispatched). Then once dispatched, TCL didn't provide the correct information for export, UPS have sent me emails asking for 1) the package size - I don't know I didn't package it and 2) requesting my passport information. Both times I contacted customer services, but claims of not receiving my emails have further delayed the package.
They are refusing to give me a refund and have not offered any gesture of goodwill for the delays. Dealings with customer services have been intermittent and I keep getting fobbed off saying UPS now have all the information needed.
TBC if I ever receive it.
Take my advice and don't bother....
2. Dezember 2024
Bewertung ohne vorherige Einladung
Antwort von THAT COOL LIVING
Dear Victoria,
Thank you for sharing your feedback. We’re genuinely sorry for the frustration caused by this experience and would like to provide some clarity regarding your order.
After extensive follow-ups with UPS, they’ve confirmed that the shipment was returned to our warehouse because the import of this art print was refused in the UK. Since then, your order was canceled, and we have refunded you in full.
Regarding your emails, while we received communication from you directly, we unfortunately did not receive the specific forwarded emails from UPS that you mentioned. However, we’ve responded to all your inquiries in a timely manner based on the information available to us at the time.
Please also note that we are unable to issue refunds for shipments while they are in transit. We needed to wait and see how UPS would proceed in resolving the issue before being able to take further action.
We understand how disappointing and inconvenient this situation has been, and we sincerely regret that these complications occurred. While we strive to provide a smooth experience, certain international shipping issues are unfortunately beyond our control.
If there’s anything further we can do to assist or clarify, please feel free to reach out to us directly.
Kind regards,
TCL Team
False hopes, endless excuses, and no delivery—don’t let scams like this fool you!
This is a follow-up to my colleague's review here in Trustpilot, which your company conveniently twist into your favor, citing various excuses to evade accountability for the trouble you've caused our company.
I ordered a Detjer outdoor bench on 8th July 2024, and after weeks of silence, I had to email on 8th August to check the status of my order since no communication whatsoever was provided regarding its ETA. CS responded, stating that the ETD would be early September. Based on this, we communicated the delay to our client and waited.
However, this was just the beginning of a cascade of issues.
On 2nd and 4th September, I sent follow-up emails to check on the status. CS replied on 5th September, blaming delays from the freight company.
On 11th September, I reached out again for an update. This time, a new CS replied, claiming the item had been dispatched and that tracking details would be sent out via email soon. Based on this, we informed our client that delivery was imminent.
By 17th September, still no tracking information had been sent.
From 17th September onwards, I sent follow-ups almost daily, only to be met with complete silence. Desperation led me to contact your company through social media—again, no response.
Finally, after submitting a message through your website on 30th September, another new CS replied on 3rd October, promising to look into the matter. On 9th October, he admitted your company had no idea where the item was due to a lack of information from your distributor. In that same email, I demanded a full refund as it was clear your company had no resolution in sight. Since then, there has been no response from your team.
Three months of waiting, endless emails, zero accountability, and complete radio silence on your end—this is absolutely unacceptable. Not only have you wasted our time and resources, but you've also jeopardized our relationship with our client.
Your company’s behavior is disgraceful and reeks of a scam.
8. Juli 2024
Bewertung ohne vorherige Einladung
Antwort von THAT COOL LIVING
Thank you for sharing your feedback, and we sincerely apologize for the challenges you’ve faced. It seems there was a misunderstanding regarding your order status, as the shipment was unfortunately lost in transit. We have since followed up with the forwarder, and the claim has now been approved. A full refund has been processed for you.
We understand the impact this has had on your business and are dedicated to improving our communication moving forward. Please don’t hesitate to reach out if you have any further concerns.
Kind regards,
TCL Team
scam??
First placed order in July, it is November now and there is no news or update for our product. Requested for a refund but got the standard “delay on supplier side” response. We wasted more than a thousand dollars and waited so long for no reason. We have to spend more money to buy a new piece of furniture because we never received this.
Edit: How am I supposed to contact you with the information you ask for when you do not reply emails? I guess I have to communicate here. The attention of the invoice is to Kimmy if you believe that I plucked this order number from the sky.
6. November 2024
Bewertung ohne vorherige Einladung
Antwort von THAT COOL LIVING
Hi Nicole,
Thank you for your feedback. However, we were unable to find any order in our system where the order number and reviewer name match. Could you kindly provide the correct order number or any additional information that might help us locate your order?
Please note that reviews should be based on the matching order number and name to ensure we can properly address any concerns. We take all feedback seriously and will work with you to resolve this matter as soon as possible.
Looking forward to your response.
Best regards,
TCL Team
incorrect delivery and refusal of refund
I purchased the Japan bed June 25 and had little updates until the wrong item was delivered to my address on September 12. It has been a month and the incorrect item has not been picked up and they refuse to give me a refund until it is returned. I don’t think this should be my issue. There is no number to call to speak to a representative.
12. September 2024
Bewertung ohne vorherige Einladung
Antwort von THAT COOL LIVING
Hi Destiny,
Thank you for taking the time to share your feedback. We genuinely apologize for the issues you’ve experienced with your order, including the delays and the incorrect item delivery. We understand how frustrating this situation has been for you, and we are sorry for any inconvenience it has caused.
We have been in contact with you over email regarding this matter, and we are actively working to resolve the issue with the pick-up of the incorrect item. We recognize that this process has taken longer than expected. While we must wait for the return before processing a refund, we are doing everything we can to expedite the pick-up.
Thank you for your patience during this time.
Kind regards,
TCL Team
So funktioniert Trustpilot
Auf Trustpilot hat jeder die Möglichkeit, Bewertungen abzugeben. Der Verfasser einer Bewertung kann diese jederzeit bearbeiten oder löschen, und die Bewertungen werden angezeigt, solange der jeweilige Nutzer-Account aktiv ist.
Zum Schutz unseres Portals setzen wir auf eine Kombination aus spezialisierten Mitarbeitern und cleveren Technologien. Erfahren Sie, wie wir gefälschte Bewertungen bekämpfen.
Erfahren Sie mehr darüber, wie Bewertungen auf Trustpilot gehandhabt werden.
Hier finden Sie 8 Tipps für das Schreiben von Bewertungen.
Die Verifizierung hilft sicherzustellen, dass es sich bei den Bewertungen, die Sie auf Trustpilot lesen, um Bewertungen von echten Menschen handelt.
Anreize für das Schreiben von Bewertungen anzubieten oder selektiv zur Bewertungsabgabe einzuladen, kann den TrustScore verfälschen. Deshalb verstößt beides gegen unsere Richtlinien.