I placed an order on November 30th, which was postponed and rescheduled to arrive on December 24th. Unfortunately, the order never arrived. On December 27th, I reached out to customer service but received no reply. It wasn't until January 5th, after making a call, that I learned an investigation would be initiated with the delivery company. The service provided a supposed proof of delivery showing a door that is clearly not mine. I submitted photos and video evidence proving that no delivery occurred. From the start, I made it clear that the items were Christmas gifts, that I no longer wanted them, and requested a refund. On January 13th, I inquired for an update and was informed that they were still waiting for the investigation. I insisted on urgency but received no further communication. On January 16th, after the 10 business days for the investigation had elapsed, I called again. The representative was unprepared, showed no empathy, and asked me to wait even longer. I also requested to speak with a supervisor but was told none was available, leaving me without any escalation or solution. What makes this situation unacceptable is that I am being penalized for an internal process between the service and the delivery company while I remain without the products, without a refund, and without answers. Unless you consistently pursue customer support, nothing gets resolved. There is no proactive communication or accountability. I nearly placed the same order with another company and truly regret choosing this service instead. Based on this experience, I cannot regard it as a reliable option. I am still waiting for a clear resolution and my refund.
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