I bought a lamp from Moda as a wedding present for a friend off her registry, with the billing address as mine and the delivery address as hers. However, the parcels were delivered to me.

I filled in the form on the website and got an email to say they would reply within 24 Hours. 2 days later they replied saying they were looking into it, 4 days later I chased them up and they said they would arrange collection and let me know 'shortly'.

Almost a month later, and after chasing every couple of days for more info, I gave up (as the wedding was now a week away) and made arrangements to get the present to my friend myself (who lives almost 2 hours away). I emailed them to tell them not to worry anymore, since they clearly weren't going to do anything about anyway.

They replied saying the courier was coming the next day, and whilst I was replying to once again say I don't require collection, they called me to arrange collection. Thankfully, the message about not needing collection seemed to get through and no one turned up wanting to collect my parcels.

Unsurprisingly, I do not ever plan to shop here again. I am absolutely shocked that such bad customer service is deemed acceptable in this day and age, and about a problem that was entirely their fault.

UPDATE - 08/09
I have since been contacted by moda to resolve this issue. They offered to pay the courier fees that I incurred, and have wholeheartedly apologised. It sounds like this is a new customer service team that will get better with experience and time.