On the 22nd Of January, my package was sent by the seller, shipped by UPS who picked up the item. Within a day they had damaged my item and Halted its shipment in Stanford Le Hope, United Kingdom. After trying to get in touch with them on several occasions they could give me no information as to what happened to my package nor how it was damaged. After getting in contact with the seller they agreed to send me a replacement item as UPS had damaged the first one. My replacement item was shipped out on the 28th January via UPS again. Within a day on the 29th, it was scanned in Transit to Feltham, United Kingdom and I received an email stating my package would be delivered on the 1st February between 12:45 and 16:45. This time came and passed. By the 3rd February, the package had still not arrived so I got in touch with UPS via their customer service landline. I was on hold for 40 minutes before speaking to someone, who told me that my item was at the West London Delivery Depot waiting to be shipped, they then arranged a call back from West London who called me within 15 minutes to tell me that they did not have my item and that It was still at the London Hub and was told to call customer services back. I then called Customer services back, again on hold for 40 minutes, where I was then put through to an agent who said she was going to email the London Hub to get an update on my parcel and request expedited shipping considering they had already damaged my first shipment. I was told by the agent I would receive a call by 5 pm that day (3rd February) or by 8 am the following morning (4th February) from the London Hub to update me. 

This never happened. I waited the entire day (4th February) and received no follow up. At 5 pm I decided to call Customer Services to ask them what was going on after I was on hold for 20 minutes I was put through to an agent. They told me It was not possible for an agent to have emailed the London Hub and that they neither have the record of that email nor the capacity to email a hub from Customer services and that the agent I spoke to previously LIED to me. Rightly enraged, the agent suggested I escalate to a supervisor who I was put through to after 1 Hour on hold, relaying that it was not possible for the agent to have contacted the Hub and I was given FALSE INFORMATION. This Supervising agent stated they would get in touch with the hub directly and call me back. Then attempted to call London Hub (4th February) 18:30 and proceeded to try to do so until 19:00, where the line was constantly engaged. I was called back by the agent at 19:07, where I was informed he was unsuccessful in getting in touch with the London Hub and that he would try again tomorrow morning when his shift starts. 5th February morning around 11:37 I was contacted by the supervising agent who informed me that he had been in touch with the London Hub and that they were manually looking for my package and that he would receive and update from them regarding the status later in the day, once done would follow up with a phone call to me. At 14:30 I was called back by the supervising agent to let me know that they could not locate the Package and that it was LOST. Then proceed to tell me that I have to start a claim online to launch a Tracer/Investigation with would take 8 WORKING DAYS and that it was unlikely that they could find my item as the personnel on the ground already could not locate it. I AM AT THIS MOMENT EXTREMELY INFURIATED. NOT ONLY DID YOU DAMAGE MY FIRST PARCEL AND RELAY NO INFORMATION TO ME, YOU THEN LOSE MY REPLACEMENT PARCEL? MAKING ME SPEND AN ESTIMATED 3-4 HOURS ON THE PHONE WITH YOUR CUSTOMER “SERVICE” DEPARTMENT, TELLING ME I AM NOT ELIGIBLE FOR COMPENSATION BECAUSE THAT SYSTEM IS CURRENTLY SUSPENDED?!?! YOU NOW EXPECT ME TO GO BACK TO THE SELLER TO GET THEM TO RESHIP GOODS THAT WERE TWICE DAMAGED/LOST BY YOUR COMPANY (£400+), LEAVING THEM FURTHER OUT OF POCKET ME WITHOUT MY PRODUCT GOING ON 1-2 WEEKS +. I AM EXTREMELY DISAPPOINTED IN THE UPS SERVICE AND THE WAY I HAVE BEEN TREATED BY THIS COMPANY, PROVIDING FALSE INFORMATION + WITHHOLDING INFORMATION I HAVE A RIGHT TOO AND THEFT. I HONESTLY BELIEVE MY ITEMS WERE STOLEN AND NOT DAMAGED/LOST. PLEASE DO NOT SHIP WITH COMPANY USE DPD!!