Stay well clear
If I could leave no stars, I would.
when you post an honest review and get a challenging email commenting on it from the company that’s usually a good signal that they’re not keen when a customer says publicly what the service is really like to help guide other customers.
They have said this;
“Publishing a review before the investigation has concluded is entirely your decision. However, several statements in the review do not accurately represent the full correspondence, the responses you received or the solutions offered by our team. We will therefore preserve the complete email history, tracking information and delivery evidence and, where appropriate, submit this documentation to Trustpilot through its official reporting procedure.”
So I have decided to shorten my review and lay key facts. I’m sure this is enough to help guide future potential customers and their choices:
Delivery email says it’s on the way on 15 June
I Chased on 21 June
No response so I chased again on 24 June
No response so I chased again on 26 June
time
By 1 July I started asking for a refund
2 July they said it was delivered and I responded the photo wasn’t my house
6 July they said they needed 24-48 hours to investigate
Of course I heard nothing back no update so I emailed on the 10 July saying it was unacceptable and I wanted a refund
11 July they wrote an email saying they wouldn’t respond to any more messages. They didn’t apologise that they had said it would be 24 - 48 hours to do the investigation resolve it . And it was now five days - instead they commented that they’ve seen my public review. they said once it was resolved the commercial relationship would end and they wouldn’t put any more orders through from me - as if I would ever want to order from them again !! hilarious really.
It’s now 13 July so altogether that’s a month, no item and no refund Clearly, it’s not my house as it’s not my house number so that’s the starting point.!
In a situation like this a really good retailer who cares about its customers and its customer service would provide a refund and end the conversation right there while they checked
Feel completely ripped off .
Stay well clear of this website.
Reply from Bijuvera
Dear MDH,
We are sorry that your experience has led you to feel this way. However, for the benefit of anyone reading this review, we believe it is important to provide the full context.
The parcel was recorded by the courier as delivered and was accompanied by photographic delivery evidence. When you informed us that the property shown was not your home, we did not dismiss your statement or refuse to assist you. A formal investigation was opened with the courier to establish the exact delivery location and determine whether the parcel had been delivered incorrectly.
As an online retailer, we must investigate situations in which a courier records a parcel as delivered before issuing a refund. This is necessary to prevent duplicate compensation and to ensure that the claim is resolved on the basis of verified information.
We acknowledge that the initial 24–48 hour estimate was exceeded and that you should have received a clearer update during that period. We apologise for this communication delay.
Nevertheless, it is not accurate to suggest that your emails were ignored, that no solution was offered or that Bijuvera simply refused to help. Throughout the correspondence, our team:
• provided the tracking information and delivery evidence;
• asked you to confirm whether you recognised the property;
• opened a courier investigation after you denied recognising it;
• offered either a refund, subject to confirmation of the delivery error, or a replacement shipment;
• continued documenting and reviewing the case.
Our previous message regarding repeated emails was intended to explain that further communication would be limited to meaningful updates while the investigation remained active. It was not intended to prevent you from expressing your opinion or to cancel the investigation because of your review.
We respect every customer’s right to publish an honest account of their experience. We equally reserve the right to clarify incomplete or inaccurate statements by providing the full correspondence and supporting documentation to Trustpilot.
We regret the delay and frustration caused, but we strongly reject the suggestion that Bijuvera intended to take payment without delivering the product or resolving the matter. The case has been handled through the appropriate courier-claim procedure, and the final resolution will be communicated directly to the customer.
Customer Support – Bijuvera