Money didn't show up - shockingly bad Customer Service

“Money didn't show up - shockingly bad Customer Service”

Written on: 24/08/2012

I placed an order for our Euro currency notes with ICE having read the positive reviews here. It was supposed to have been delivered today before 1pm by Royal Mail Special Delivery. At 12:45, it had not shown up so I rung ICE to ask for the tracking number and was told they couldn't give it to me and that according to their records, that the order is out for delivery and should get to me by 1pm. At 1.10pm, I rang them again is it had still not turned up only now to be told by a different person that actually, Royal Mail were not going to deliver it today after all, but will instead be delivered the following day. They cannot guarantee it will be with me tomorrow either and we're travelling on Monday. If it doesn't turn up tomorrow, we won't get our money back until they have completed their own investigations which could take up to 25 working days. So they basically have our money, we don't have our holiday money and we're stuffed and they basically couldn't care less. I judge how good a company is by how well do they deal with their customers when things go wrong and this company are therefore not one I would ever use again or advice anybody else to use. If we don't get our money tomorrow, we're stuffed and my 4 and 6 year olds dream trip to Disneyland Paris, which they have been looking forward to for months will be ruined.