First, before I address your statement, I want everyone to please understand that customer support staff and reps are required to follow the company policies.
Support staff and reps are people at work (just like you, I, and most people everywhere) that have to follow the rules and guidelines established by their place of employment.
They cannot simply make up their own policies or do whatever you want them to do or they risk losing their job; and in most cases, they do not even have the authority or ability to do some things even if they were willing to risk their job.
While being argumentative or aggressive towards customer support staff may make their work day more difficult or even miserable (anyone that has to interface with upset customers at work knows what I'm talking about), but it does not help force the outcome you may want.
Customer support staff and reps are just people at work doing the best they can to do their job and earn an income.
I placed an order on this website in September 2025, paid immediately, and never received my package.
The tracking information showed that the parcel was returned to the sender due to an address error. Despite providing proof, screenshots from DHL/Bpost, and sending many polite follow-ups, the site refuses to resend the order or issue a refund.
As our customer support team has already explained, and showed you photos of your package to prove it, the address on the package was exactly what you entered on the order.
Basicstero did nothing wrong here. If we were scamming you, we would not have sent anything or take all this time to deal with you (many work hours of customer support time, we have to pay our employees, and now my time etc.) -- we do not gain anything from all this bullshit but it costs us a lot.
I see you making multiple accounts on other discussion boards to spam negative comments about us and trying to bash us everywhere -- this will not help you get the issue resolved.
Threatening us will not help you get the issue resolved.
Trying to bullying us will not help you get the issue resolved.
If anything, you are burning your bridges by trying to make things more difficult for me and this means I am less motivated to explore ways to help you
(for anyone reading along, think about how you would feel, and be honest with yourself about how motivated you would be to help someone that acts like this towards you or the business for which you work).
Below are redacted photos of the shipping label and contents of your package that our team has already showed you in private chat.
I redacted (blacked-out) your personal data here, but our customer support privately showed you the uncensored photos which prove the package used the exact address that you provided when you entered the order.
I also reduced the size because no one need to be trying to zoom-in to try to explore your personal information; but, the imagines you were shown in private were 1920x2560 and uncensored.
We need to know why this package was not delivered to avoid it happening again.
By this I mean, if we send it to the same address again, it may be sent back again for the same reason.
So, we are trying to solve this issue.
Our customer support has already explained this multiple times.
Please contact the delivery service to determine why the package was not delivered, then we can consider what to do next from there.
Basicstero is not able to contact the postal service because, for obviously reasons, our shippers cannot use their real names or addresses to send packages.
Anyone that thinks an AAS seller or warehouse should provide a real address from which to send packs, needs to take a moment to think about things a little more.
This means we cannot get the information from the postal service and returns are not possible.
In regards to your refund request, please understand that there are no refunds for any reason. The terms on the order confirmation page clearly state this and a customer has to agree to these terms to even place an order (please see the screenshot linked below).
Image Basicstero-NO-REFUNDS-terms-order-confirmation-2025-10-03 hosted in ImgBB
ibb.co
Their so-called “customer service” keeps making up excuses and ignoring their own policy — their FAQ clearly states that they reship any lost, seized, or damaged order, but in reality, they don’t honor that promise.
To be clear:
- Your package was not seized.
- Your package was not lost.
- We provided proof the address was exactly what you entered (a photos of package and its address label).
- There is no evidence of damage.
- We cannot accept returns.
- There are no refunds (in accordance with the terms to which you agreed).
Customer support needs to know what is wrong with the address that you provided before they can issue a reship, or the same result will happen again.
They even use fake sender names, which makes it impossible to file a complaint with the delivery company. As a result, they kept my money and get their parcel back.
Please understand that we, like other AAS sources, must send using fake names, for security reasons, because of the type of products and risks involved.
Therefore, there is no way for us to contact the postal service on your behalf or to send a package back to us.
This is not alarming or strange; how many sources do you know that ship from their genuine address and real name?
and, how many sources do you know that contact the postal service on your behalf or receive returns?
This is not Amazon Prime; you are trying to smuggle contraband.
You seem naive, inexperienced, and lack a realistic understanding of the situation.
Just think if we used a real name and location how easy it would be for law enforcement to raid the warehouse or find our shippers etc.
Or, if some guy like you gets a grudge and tries to extort us by making demands with the threat causing problems for us.
In this business, privacy and legal safety are the priorities (and, I also protect your sensitive data because I prioritize your legal safety too, even while you bash me here).
In short: dishonest website, misleading communication, and nonexistent customer service. Never had anything like this anywhere. I strongly advise against ordering anything from them — you’ll most likely lose your money.
We are trying to help you and resolve this.
Therefore, we need to know why your address was not acceptable or the same result may happen again with a reship.
Also, please understand that your threats and attempts to threaten, bully, or extort us, will not help this issue get resolved.
Please use that effort and energy to determine why your address was not acceptable so we can all move forward in a more productive way.
Here is a screenshot I obtained from Basicstero’s customer support chat showing our support team has been responding, is in communication with you, and has been trying to work through this situation. This is just one example; I can get many more examples to show that customer support has continuously replied to you and is trying to work though this situation.
But, for your safety, we must be careful to make sure any private information or sensitive data is not leaked (such as addresses or screenshots with links to private/sensitive data etc).
Our computer system makes the shipping label with the exact information a customer enters.
For example, if you entered: "ScoobyDoo, 100 Cartoon Street, On the Moon...", then that is what the shipping label will be.
If we send your pack to the address on the Moon again, it will fail again.
It is the customer's responsibility to enter a real name and valid address.
Please see # 12 on the Basicstero "Our Terms" page at:
Basicstero terms
