I ordered a wool duvet from Otto which had a stated 5-8 day delivery time. After 2 weeks it still hadn't been picked up, only digitally announced to DHL for pickup. I called to let them cancel this purchase, but they said they couldn't. I wait another week, still nothing. I can't even check the shipping status because I registered it for a return and there's no e-mail at all with the tracking code.I called the customer service and they couldn't help me because I didn't remember the birth date I used to sign up with. I always use a fake birthday because I honestly don't see how any of this is information an online shop needs, they already have my name and adress. The service employees can't help me without my birthday. I can give them my full name, my adress, customer number and order number but somehow that's not sufficient, they need my birthday. They're telling me that I need to e-mail a copy of my passport/ID to their service team, but won't tell me what they will do with that photo/data and how they will discard it....great.Now I'm out 145 euros, no duvet, no way to cancel this purchase. I'm going to go for a chargeback with my bank since I purchased it with a credit card, but this will probably get me banned from any further purchases on Otto. I don't really mind though if this is the kind of store they're running.Update: We're almost 1 month further, every week I get the standard reply that it should be sent out the next week, which never happens. Still can't get the order canceled. I'll have to inform my bank to do a creditcard chargeback...Update 2: It's December now. According to another employee it should've arrived one week ago. Still can't cancel it. I've started a chargeback with my bank. I managed to figure out my birthday on the profile by just requesting my data. Like I said, this is stupid. How am I able to get my data through my account, but they can't help me if I provide them the same info that's on that account...This has to be the worst online company I've ever dealt with in over 20 years.
