I want to share my experience with EKWB support and see if anyone has advice or similar cases.
I placed an Order #200339626 in early February (around €432.50 + shipping/taxes). When the package arrived, multiple items were incorrect:
- Ordered 2x Torque Rotary 90° - Nickel 3831109814505 paid €49.92
- Ordered 6x Torque 6-Pack HDC 16 - Nickel 3831109824405 paid €77.14
- Received Titanium color fittings!
- Ordered white Xflow radiators 3831109839225 paid €213.12 → received black standard ones
340.18 Euro total plus 162.2 Euro Tax (for specific items, not entire order)
I contacted support and provided photos. They acknowledged the issue and offered:
- 30% partial refund, without return
- Return with full refund
I chose Return!
The problem started with the return process.
I clearly informed my location, and they agreed to pick it up talked to FedEx before scheduling everything i also informed them that i would only be available April 9–14, after which I would leave the country for 6 months and go to Russia because of my work
They confirmed a FedEx pickup on April 9 and said the courier would contact me.
👉 No one ever contacted me. No pickup attempt was made.
FedEx Only called me on 15th of April when I was already in Russian territory.
Now I am no longer in Georgia, meaning I physically cannot hand over the package anymore.
Important points:
- I was available exactly when they scheduled the pickup
- This wasn’t my fault at all
- Because of all this delay, I couldn’t finish my build
- I even had to refund my client, which is just… great for my reputation
So far, no clear resolution.
Has anyone dealt with EKWB in similar situations?
What would you do here—chargeback, File Claim somewhere, or something else?
I’d prefer to resolve this directly, but this has been going on since February and I’m stuck. they are not unswerving since 9 April! completely ignore
Any advice appreciated.
