Poor customer service
Due to what appears to have been a technical issue on Notino's website, my order was duplicated. I never intended to place the same order twice. When I received two separate parcels, I naturally assumed that my two products had simply been shipped separately, which is a very common practice for online retailers.
When I contacted customer service, I expected them to acknowledge that the duplicate order was caused by an issue on their side and offer a reasonable solution.
Instead, I was told that I must package the products, fill out return forms, arrange tracked shipping at my own expense, and return the order before they would issue a refund. The cost of sending the parcel to their return address is more than one-third of the value of my order, despite the fact that the duplicate order was not my mistake.
Despite explaining multiple times that I should not have to bear the inconvenience or cost of correcting an error caused by their system, I received nothing but references to their standard return policy.
Mistakes can happen, and I understand that. What I cannot accept is the complete lack of accountability and willingness to resolve the issue fairly.
Because of the way this situation has been handled, I will not be ordering from Notino again. There are plenty of retailers that value their customers enough to take responsibility when something goes wrong.