22 West dale Deepdale Park Boston Spa Nearr Wetherby West Yorkshire LS23 6EL Telephone [protected] Dear Sir or Madam I ordered a drone on febuary 14th 2018 from Go groopie. Voucher [protected] 29.99 Date 14.02.18 6 Axis extra large giroscope quad copter drone with HD camera Voucher Expires 14.03.18 The price was £29.99 and so I paid. I also paid £9.99 for postage. I downloaded the voucher and order confirmation was sent via email. I never received a despatched email to say the item had been sent. The money came out of my bank. I bought this for my partner for his birthday. We are on a low income and on benefits. My partner cares for me full time because I am disabled and bed ridden. It took me 4 months to save up for the drone. I read on the go groopie website to allow upto 2 to 3 weeks for delivery. After three weeks I contacted go groopie and informed them the drone had not arrived. I am home everyday and not parcel had arrived. No leaflet was left in the post box to say we had missed the parcel delivery. There were no parcels in my garden, green house or out buildings or even with neighbors. My father works for royal mail and there was no parcels at the sorting office in either of our names. I got a email to say they were very sorry and that they'd contact the merchant to see what had happened. After I got a email from the merchant apologising and that the drone was sent by royal mail and to allow more time for it to arrive and if it had not arrived by the following week to contact them again. I was OK with this and gave the merchant benefit of the doubt and replied to their email and accepted this. So I left a week. And again nothing had arrived. So I emailed go groopie again and again several times and had no response until 2 weeks later. I explained the situation again and was told they would contact the merchant again. The merchant contacted me again and said the item the drone was sent again by royal mail and that it would be here by Thursday of last week. I was at home every day and again no parcel arrived, no missed parcel delivery note was left, no parcels were outside, in my green house or out buildings or with my neighbor, and again my father checked the sorting office and there was nothing there. It is now Monday and still nothing has arrived. I am deeply disappointed. I was not sent any proof of postage on both occasions nor a dispatch email. My mother recommended this website to me and my partner. He saw the drone at Christmas and fell in love with it and was very excited about receiving his new toy. Nearly 2 months on and he's lost hope and no longer wants the item. We asked for a refund on both occasions and was never given the option. This is very bad and the customer service is very poor. I will be leaving feedback. I have all emails sent and received. Also when I log into my account the order is no longer there and appears to have disappeared from my account. Before this when I tried to get infomation from the order it said the order is no longer available or a refund has been issued... please contact customer support team. I checked my bank and we have not received any refund at all. I am at my whits end and want this resolving. Please can you help. I look forward to hearing from you. Claire maxted wiggins