I placed an order on October 5th, using a gift card, and was additionally charged the full amount on my credit card. When I contacted support on October 6th, I was told to wait for my order to arrive, which was delayed due to a postal strike. When the order finally arrived, I followed the instructions from support and went to the store, only to find out they couldn't assist me because a gift card was used, and I had to return to online support. This is the second time I've experienced an issue that required me to visit the store only to be redirected back online. This is where everything fell apart. For nearly two months, no one in online support has been able to resolve the issue. Each time I reach out, I’m informed that my case has been “forwarded to management” and that I would hear back in 1–3 days, but I never receive any updates. After several weeks of this, they instructed me to call a number, which turned out to be unavailable. This has been extremely frustrating and reflects poor customer service, and I am still dealing with the double charge. The only positive aspect was the kindness of the general manager at the local store, but unfortunately, everything else has been a disaster. The company seriously needs to enhance its support process. I’m giving one star because there’s no option for zero.
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