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Received 3 masks, not 6 as ordered. Terrible customer service.

Do not shop with Pagenshopea!! After mixing up my order, they blamed me for providing the wrong addresses for my orders, which in fact was not the case and refused to resolve their mistake.

Fortunately Afrikrea handled my complaint with such grace and expertise, so while I encourage you to support the great work of Afrikrea, DO NOT SHOP AT PAGENSHOPEA!!!

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The context....

I made separate orders for their Ankara face masks; a pack of 6 masks to the UK, and a pack of 3 masks as a gift to my friend the USA in early May.

On receiving my email confirmations for both orders, I noticed the order for USA had the UK address as point of delivery. I realised this error BEFORE shipment of the order and contacted Pagenshopea of it. They got back to me to say they have updated to the address for the order to the USA and I was sent confirmation from them that the address had been corrected and the two orders had been despatched.

I even followed up again to ensure the address for the USA order had been received. They assured me it had corrected.

Unfortunately they mixed up the order and sent the 3 masks to the UK and (I can only assume) 6 masks to the USA; which is yet to be received.

When I alerted them of their mistake, rather than apologising and offering a resolve, they blamed me for entering the wrong address for the USA order and expected me to go through the inconvenience of having my friend in the US send me the masks, and they would refund the shipping costs upon receiving evidence of postage.

It is unreasonable to put the burden of your mistake onto your customer. To ask me to provide evidence of postage is insulting. Why should I have to ask my friend to send me back my gift to her because of your mistake?

After reaching out to Afrikrea directly to make a complaint about them, I received the following response:

“We are sincerely sorry for this bad experience. I think the wrong address comes from a bug of our platform: when your shipping address is different from your billing address, our system takes in count your billing address. We will fix it. 
The seller should have provide a better solution”.

So it turns out the error of the address was not down to me. Had Pagenshopea had the foresight to alert Afrikrea of the address issue instead of blaming me, it is likely that they would not have lost a customer.

I have nothing but praises for Afrikrea in managing this negative experience, particularly Damien at Afrikrea, who handled my complaint. Not only did he apologise for this mixup, Damien swiftly resolved this issue by offering compensation and most importantly, did not blame me the customer, for Pagenshopea’s mistake.

Being a Black African it is my passion to support black businesses, especially when they are based in Africa. It is so disappointing that Pagenshopea failed to put their customer first, and opted to blame me for their mistake.

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