Beware - refunds are not being processed
My returned items were received at Otrium's warehouse 17 days ago, but until now, I got no email confirmation that the returns are being processed or refunds have been issued.
For the last 6 - 7 months or so, returns have been taking far longer than before, far longer than most reputable online retailers, and, in my case, longer than the 14 days the law stipulates for distance selling in the EU.
I am still waiting for a reply to my email from Customer Services. They have an AI bot for what seems like "simpler" replies, but for this specific issue I didn't even get a bot reply!
As a result, my trust in Otrium is lost and I can no longer use or recommend it.
What a pity!
Reply from Otrium
Hi Lucia,
Thank you for your message. We sincerely apologize for the delay and completely understand your frustration, especially given our stated 14-day return processing policy.
After reviewing your case, we can confirm that your previous returns were processed within the 14-day timeframe. However, following your last message on February 15th, we identified that the refunds for orders ONL-2628137 and ONL-2622394 had unfortunately not yet been processed.
Refunds are normally handled automatically by our warehouse system, but due to a technical issue, there was an unexpected delay in this case. We truly apologize for this.
Our financial team has now manually processed your refund. The amount should be visible in your account within 3 working days. We have also sent you a private email with more detailed information regarding the transaction.
If there is anything further you need, please don’t hesitate to reach out. We’re here to help.
Kind regards,
Otrium Team