Reactie van het bedrijf
Dear Thorbjørn,
Thank you for your message. We're sorry to hear that you feel ignored — but we’d like to clarify that this is not entirely accurate.
Your order, placed on May 17, was for dropout adaptors for a Kids Ride Shotgun Dirt Hero. On May 28 at 09:11 AM, you informed us that the item was incomplete. We responded at 10:02 AM the same morning to the email address you used, with a message written in Danish. In that message, we explained that we would arrange for the missing part to be shipped directly to you by the importer. This issue has occurred before with the same item, so we acted on it immediately as we know it sometimes happens with that item. By now we have discontinued that product it to avoid future issues.
It’s possible that you missed our reply. To confirm, we’ve sent you a screenshot of the message in a separate email. Your second message to us came from a different email address, but we responded to that one as well — on the same day — asking whether you still preferred a replacement part or a refund.
Please rest assured: we have not been ignoring you. We are here to help, not to complicate matters. Our phone lines are open on weekdays from 10:30 to 18:00, and we usually respond to emails in a few days.
That said, we understand that you may not have received our replies and regret the frustration this has caused. To resolve this fully, we’ve now issued a full refund for your order.
