I am extremely disappointed with how my recent order has been handled.
First, I was unable to complete payment for over a week due to a system error. I later discovered the I finally got through to the customer support team that this was caused by a membership product that is not available to Canadian customers — yet the website allowed it to be added to my cart with no warning. Instead of a clear explanation, I received vague payment error messages which caused unnecessary delay and confusion.
Secondly, after finally placing my order, I waited for dispatch with no tracking information and emails back and forth only to now be told that items shown as “in stock” at the time of purchase are suddenly unavailable. This is unacceptable inventory management and misleading to customers.
When I requested that they simply ship the items that are currently available, I was told the entire order should instead be cancelled “to avoid confusion.” I did not request cancellation — I requested fulfillment of the available items. Cancelling the entire order feels like a way to avoid honoring the original promotion and free gift that were part of my purchase.
This experience is far below what I would expect from a premium brand that is publicly endorsed and widely promoted.
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