Big fan of Leon and his art but possibly the worst online experience ever
Big fan of Leon and his art, have been purchasing for a couple of years now and back in mid May I made a decent sized order with all the items intended as gifts for various friends and family.
Having ordered in the past, it usually only took 1-2 weeks from ordering to delivery despite being located in the UK so, when a 10 days passed with zero updates, I emailed the customer service address wondering if they had any idea when there'd be an update but it was understandable if there wasn't one just yet.
I'd go on to email a further 3 times between 29.05 - 25.06 and only finally received a response on 28.06 stating that they could send another order out as the original sending was lost.
I work in e-commerce and run my own brand so know a little too much about all these things and I allowed my politeness to overrule reason here as, I'm sorry but, there is no way this order was ever even sent. At no point was there a dispatch notification, tracking was never provided and if there's ever a case of a lost in transit parcel, the store will always try and get you as the customer to double check certain things to ensure there weren't any issues - none of these things happened and so, after waiting over a month for a response, I was lied to and told that they'd resend it for me but some of the items I originally ordered might not be available anymore.
I was then ignored for a week despite again having to email multiple times (as at this point, I'd missed two birthdays that these gifts were intended for) at which point, CS responded that over half of my order was now out of stock but I could substitute new items in alongside them providing a freebie for my troubles.
I provided the substitutes, was bitterly disappointed but hopeful that the order would at least now be finally arriving. My mistake was hoping!
3 weeks later, the parcel arrived and it included NONE of my substitutions and no freebie whatsoever. Therefore, I essentially waited 2+ months for an order that wasn't even half delivered and constantly wasted my time on chasing what ended up being dead ends.
I have genuinely not had this bad an experience with any online store for as long as I can remember and I could not believe the lack of professionalism from this customer service or just general all round service. What hurts most though is all these items were well thought out gifts, something I personally pride myself in giving on time and I ended up missing 3 birthdays because of this mess. In the end I received a refund for the missing items but this was not what I was wanting at all.
Throughout the whole ordeal the only thing that was positive was Leon K actually responded a few times via Insta DMs and (I believe) tried his best to rectify things. Clearly that wasn't enough though and I'd seriously stress that he reviews whoever is fulfilling his products and the team that surrounds it as this has truly scared me from ever ordering from him again (which sucks, as he's unbelievably talented and his products beyond reasonable).