Complaints

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  June 21, 2024 - Order No. ORDER #****** In order email they said to wait 5 days before inquiring (and that orders cannot be cancelled). I waited for shipping email, but it didn't come. Finally yesterday, 6/28 - I wrote to customer service (it had been 5 days) and asked when the item I purchased would ship. Today, 6/29 - I finally got an email response that their merchandise is stuck in customs. If they knew they didn't have the product in hand they should have said on the website that it was a pre-order with an estimated shipping date. Instead I have no idea when my item will be delivered because according to them it is "stuck in customs". I have no idea what they mean and they aren't being forthcoming. Is it stuck because it's being inspected, or because they haven't paid for it? Meanwhile I paid nearly $600 and they can't tell me when I will receive my item. I have bought a lot from this company over the past 8 years, but the past few years it has gotten more sketchy about when merchandise will be delivered. Usually, however, they at least give a head's up if it's a pre-order. Now I feel like I'm not even sure I will receive my product. I am filing this complaint to bring this to your attention, and I wouldn't be surprised if you get additional complaints given how they are handling their customers currently. Thank you for your time.

  Business response

  06/28/2024

  June 28, 2024
  

  To whom it may concern,
  

  Our customer service team was contacted by the customer on Thursday, June 28th at *******. Her inquiry:
       I have not received shipping on this order from last week.  Was this a pre-order bag?  I can be reached at xxxxxxxxx. thank you
  

  A response was sent on Friday, June 29th at 9:36am, less than 24 hours from her original inquiry:
       I apologize for the delayed shipping on your order. The shipment from ********* that contains these items has had a customs delay, but as of this morning the projected delivery to the US is 7/3. Once received by the team at our fulfillment center, your order will be shipped ASAP.  Thanks so much for your patience, and have a wonderful weekend!
  

  On Thursday, June 27th at 6:26pm we received a dispute from AfterPay that was not seen until after the response above had been sent to the customer. The dispute was reviewed and a follow-up email to the customer was sent at ****** on Friday, June 29th:
       I just received notification that your order has been disputed through AfterPay. I just wanted to confirm what your wishes are for this order. I'm happy to cancel it for you and issue a refund if that's your preference, or you can expect shipment next week. Let me know!
  

  The customer responded at ******:
       At this point my preference would be to cancel the order.  Thank you
  

  Customer service responded at ******:
       Thanks for getting back to me. Your order has been canceled and a refund issued. An automated email with refund details should arrive shortly. 
  

  It is true that we occasionally release product on our website that is still in transit to our warehouse due to keeping our marketing schedule. In the past we have notated an expected ship date on the product pages of affected items, and that was not done in this case as we expected that the product would arrive in time to ship within the promised 5 days. This was an error on our part as the shipment will not arrive for a couple more days.
  

  When contacted by the customer, her request was answered in a timely manner, less than 24 hours. She did not ask for a cancellation and refund when conversing with our customer service agent. It wasnt until we saw the dispute on AfterPay that we knew thats what she was hoping for, and her request was honored right away. Shortly after the refund was issued, we received a complaint notice through the BBB at 5:48pm.
  

  The customer stated in her complaint that orders cannot be canceled, which is untrue unless the items are purchased during a sale and marked as Final Sale or custom orders. Neither of these conditions applied to her order. Once confirmed that a cancellation and refund was what she was hoping for, her refund was issued and she was notified. 
  

  We regret that the shipment is late and that an expected ship date was not included on the product pages. We own that mistake and will take extra precautions in the future to more appropriately manage customer expectations.

  Customer response

  06/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩