(UPDATED) - Absolutely pathetic after-sales service
UPDATE 18/6/26 - The owner contacted me after seeing the below review and took matters into his own hands. A replacement order was dispatched out immediately and he apologised for the service which was initially received. The replacement order was received within a few days of being dispatched - the product is good as well. Thank you David for saving the situation.
Absolutely pathetic after-sales service.
I placed my order on 6 May 2026 and, as of 2 June 2026, I still have not received it. No replacement has been sent and no refund has been offered.
The company advertises "2-8 day worldwide delivery" on its website, which has been nowhere near my experience. It has now been almost four weeks since I placed my order.
I first raised concerns on 22 May after tracking showed that the parcel had cleared customs and been handed to the local delivery partner in Melbourne on 14 May. It does not take weeks for a small parcel to travel from Melbourne to Perth. There has been no tracking update since 14 May, yet the company is still "investigating" whether the parcel is lost.
More than 10 days after I first contacted them, I am still being told to wait while they deal with their shipping partner. At this point, it is obvious that something has gone seriously wrong with the delivery.
What is most frustrating is that Unhooked continues to hold my payment while refusing to either send a priority replacement or provide a refund so I can purchase elsewhere.
The lack of urgency, communication and customer service has been extremely disappointing.
I would strongly recommend that potential customers think carefully before ordering. Based on my experience, I would not purchase from this company again.
Respuesta de Tryunhooked
Hi Nikhil,
We believe this case is currently being dealt with by our founder - we appreciate your patience once again and hope you also evaluate the experience once you receive our free replacement soon alongside with free extra flavors.
Thanks.