Their customer service is set up so that no claim following complaints can ever reach completion, on purpose. I had a problem with an order which arrived damaged so I wrote a message to customer service (no telephone number on the site, and the chat option is permanently "unavailable"), and they answered the same day, saying that they would grant me 15% off my next purchase, but that I was to confirm that I accepted that: of course, at that point I found out that there is no way to answer a message from customer service, so I could not confirm that I accepted, and they knew that full well. I tried again the following day, writing a new message (that was the only option) and explaining the situation: I then got another message from the same person, who proceeded asking me to write to him again, this time to confirm the order number (I had given him that info the previous day), which meant that we were back to square one: he asked me to answer the message, knowing that there was no way that I could. This is obviously done on purpose so that the customer can never get a complaint through. This is actually vicious, as they give you the impression that they have a customer service, and that they care about your complaints, but it is all done so that no complaints ever reaches completion.