Hello to all,

I'm to report this bad situation, I bought a new Elephone P2000 at 2014-10-30, at 2015-05-10 the phone started to give me problems, and I sent it to the warranty, I did everything like they told me to do, I payed 6.60€ (I still have the bill) to send the package to the factory (china) like they told me to do.
Now after 2 months of waiting, they tell me that they lost the package that is in Post office has delivered (see picture bellow).

http://i.gyazo.com/a4297ed4661a0ff38ed133b*******d64.png

I tried to change for a new one for the price I payed plus the difference (that was of around 20€), and I got the answer of that they couldn't give me the money I payed, only a coupon of 20€.
What is this? I buy a new phone, it has something wrong with it, I even pay to send it to the warranty, they lose the package, and don't want to give me my money back?

This is Europe, not china, I have rights, and my rights tell that when the seller lose the item bought or when the item goes to the warranty and they have to replace it, I must be contacted to know if I accept it or I want my money back.

I want to know were I can report this situation.

Best regards.
Hugo Alves

BEST SELLER EVER. PHONE IS AMAZING. EVERYTHING IS GREAT.

The service is very good. Perfect experience!

I dont know where to begin but perhaps let me start by summarising this:

I have been buying online since the very beginning of the internet revolution with my first purchase on Amazon in 1994 and in all these years I have never experienced such horrendously bad service from any retailer whether online or not! NEVER!

I have always heard of other people suffering bad service but it never occured to me that I would fall victim to such bad service in 2014 / 2015 from an online company that is well know.

STAY AWAY FROM CooliCool.com they are not to be trusted as a reputable or as a professional company and here is why in bullet form:

* I ordered an expensive phone for almost $300 from www.coolicool.com on the 20 November 2014, and was told that stock would arrive on 25 November and that my phone would be shipped the following day.

* Since I paid extra for DHL expediated delivery I was told that my phone would be shipped on 26th November 2014 and that I should receive it between 4 - 7 days.

* So I carried on with my life expecting nothing other than the above or at the worst a few days delay. After all I have ordered from many websites in China before and I have had no major problems other than faulty product or damaged or delays in delivery but at the end I always got my product.

* On 27 November I decided to log into the accounts manager on www.coolicool.com as it was a weeks since I ordered and I expected an email with my DHL tracking number but I did not get one yet. So I logged in and saw the status as "Paid. Confirmed. Unshipped." Odd, unshipped after 7 days of paying. That is very odd. So I decided to contact them.

* They dont have a telephone number, live chat or any other way of contacting them other than this one email address: *******@coolicool.com. I thought how could I have missed that! I always check if there is either an email and phone number or an email and live chat function before ordering from new websites. Oops I must have forgotten this time... So I had no other choice but to email them.

* 24 hours later they responded with " So sorry the phone is still not in stock but we will get it early next week and we will ship by the end of next week"

* I replied back with no problem as soon as it is sent please email me my tracking number thank you.

* On the 6 December I emailed them again as I heard nothing that whole time. 24 hours later they reply back with "Sorry but we still have not got the phone. The manufacturer promised that we will get it but we dont know when. What is your decesion with this order?"

* I thought to myself HUH? They dont know when? Surely you must know some estimate at least of when you will be getting your order. Especially since I heard that they had ordered a lot of ounits (as per their website 1000). So I sent an email saying please give me an estimate date.

* No reply. I emailed back and they said that they will can refund me or I can wait until stock arrives. So I decided to wait as this was not really their fault. I cant blame them for this as it was the manufacturer who delayed not only Coolicool but every other website worldwide who was selling this phone.

* My problem is not really with the above its with this:
Yesterday I emailed them as I noticed on the phone manufacturer's website that the phone has now been delivered to all retailers, etc. I received a reply from Coolicool.com to inform me that my phone has been sent and that I will receive a tracking number once the system is updated.

* Well today is the 23 December 2014 and I did not receive my phone or tracking number yet. So I emailed them back. By them I mean Grace and Candice from Coolicool.com who were the only two I spoke to and they sent me this email and I will copy and paste this one directly unlike the ones above where I typed it in from memory so you can fully understand the impact this has had on me:

1 MONTH AND 3 DAYS LATER I GET TOLD THIS:

Dear customer:
Thanks for your message.
**************
We can not send to your country, because your country can not allowed to import the Electronic Products，so sorry about that, so what is your decision as for this order?
If you still have any futher questions, please contact us, then we will do our best to help you.
Best regards
Grace

WHAT THE HECK?

* Firstly let me clarify that my country ALLOWS imports of Electronic Products WITHOUT any conditions other than paying the normal custom tax & duty like virtually every country in the world. I can import any mobile phone or any consumer electronic device from China or any other place as long as I pay the normal customs.

Which is exactly what I had planned for as I knew that anyway after all it is not the first time I am ordering electronics from China. My TV, my laptop, my current cell phone are all from China from the same area as Coolicool.com. So what are they talking about?

* Secondly, it took them 33 days (1 month and 3 days) for them to tell me that they dont deliver to my country? Look some websites dont want the hassle of international delivery so they choose only to deliver to some countries. Thats cool. No problem. But they dont write on their website "yes we deliver to South Africa", then take your money for a whole MONTH!, only to tell you that they dont deliver to your country.

* I decided to contact my governments department for imports. They said that this is absolute nonsense. China is a partner of the BRICS member block of which my country is also a member therefore there is an open trade partnership between all members of BRICS so how can they say that we dont allow imports of mobile phones from China. This is nonsense and a lie. So I emailed them back to tell them this and I received this reply:

Sorry sir, my mistake, we dont send anymore to your country.

* I really dont know what to say any more. They take my money and lie to me that my country prohibits me from buying a phone from China. I contact the government department and they tell me that there is NO prohibitation of importing electronic products from China. In the meantime an email came from coolicool.com system saying that my money has been refunded and that I must check my paypal account. I did but it is still not in.

I DONT WANT A REFUND I WANT MY PHONE! THAT IS ALL I WANT. I have orderer a tablet from Chinavision 2 weeks after I ordered on Coolicool and this arrived. They both are in China, so why is Coolicool lying to me.

* Why am I not happy with a refund? Well, because I bought this phone during pre-sale so that I could get it for less which means that I paid $200 for the phone on 20 November. Today the phone costs $400! Double the amount of money. I dont have that.

And all I want is my phone I paid for on 20 November 2014 for $260 including DHL expediated shipping from Coolicool.com, do you think they will do the honest thing and send me my phone? It is Christmas after all and I have had such a bad year as it is. I hope Santa (Coolicool) is listening.

STAY AWAY FROM COOLICOOL.COM UNLESS YOU ARE BORED AND LIKE PLAYING GAMES FOR ONE MONTH ONLY TO GET A REFUND FOR A PHONE THAT COSTS MORE TO GET A MONTH LATER!