Tokodelcaribe Avis 

I placed an older online and it was shipped incredibly quickly, unfortunately this was the only positive with my order. When I received the box, it was obvious that something had broken inside. Opening the box, I noticed an item had burst open and other items were damaged. It was a mess to clean up! Every item purchased had to be cleaned. I threw the damaged items away, as they were clearly unable to be used and not fit for consumption. No one opens a package that is a mess and leaves it to sit on their counter. The logical step is to clean up the mess and throw away inedible items.
I promptly sent an email with photos of the damage, asking for a refund (€8ish) for the items which were unable to be used as a result of the damage. I expected a immediate refund.

I woke up the following more to 1 missed call, followed by 10 messages, 5 voice messages and 2 further calls on Whatsapp!!!! All of which were in Spanish… I was told to return the items for a refund.
I responded with an email explaining that I could not send the items, as I had thrown them away from the damage, as they were unfit for consumption. I wasn’t looking to return the order but simply have the 2 items refunded that were damaged in transit as per the photos sent. In line with their T&Cs, they did not take upmost case in packaging and this resulted in the damage (items that are well packed do not get damaged, its that simple).

I received a reply that shocked me and ensured that I had to leave a negative review from their lack of professionalism nor any hint of customer service. Not only was the tone of the email utterly unprofessional, they denied poor packaging resulted in the damage. But then said ‘During shipment some item pressed the bag in unlucky way and is indeed not usable but the can with the damage outside the mix inside is still usable. But if you don't want them then send both items back to us.’ Its not that I didnt want the products, its that the products were DAMAGED in transit, making the items inedible and they had been thrown away!
Followed by ‘please send the damaged bag with Cheetos in plastic bag and the damaged can in box to us, on receiving the goods we will reimburse.’ They were well aware that I had already thrown the items away as per my previous email and were now telling me that if I wanted a refund, I had to take the items out of my rubbish and return them for a refund! As a customer, I would NEVER want to buy something that had been in someone elses rubbish! This is disgusting and utterly unacceptable. Also, I would not want to be a customer of a company who expects its customers to go through their rubbish for a basic refund! Ive had to go through my rubbish to get the items to return for a refund which should have been immediately issued, this is beyond appalling service!

I sent the items back, with an additional tinned item that had been damaged in transit, for a refund of €11,3 and have received a refund for less than half of that! Again, this shows their absolutely lack of professionalism and no customer service.

I cannot recommend this business based on my experience, knowing that the ask customers to take items out of their rubbish which were damaged in transit and unfit for consumption due to damage, so that they can reuse/resell them, as they have said with the tinned item. Dents in tins compromise the can's seal, allowing bacteria to enter, which can make people who consume the contents sick. Lets not forget that its also been in someones rubbish!

This business could have issued a refund immediately with no interaction required beyond, ‘we’re sorry you had damage and have issued an immediate refund’, instead, they demanded I take items out of my rubbish if I wanted a refund, with the intention to reuse/sale one of the items that had been in my rubbish. And for my efforts of going through my rubbish, I didnt even the refund I should have! This is absolutely no level of customer service, for me or anyone who would be buying the items that have been in my bin.