I ordered a vacuum directly from the company on December 26 at a discounted price, and what followed was one of the most confusing and unacceptable customer service experiences I've ever encountered. Here’s a timeline of events:
• I was charged the full amount at checkout.
• When I reached out to customer service, I was explicitly informed that my vacuum had shipped.
• Without any notice or explanation, I received a refund for the vacuum (not the dock).
• I was then told that the order was not canceled, just delayed.
• Later, in the same conversation, I was informed that the vacuum had been canceled, despite never requesting a cancellation.
• I received no cancellation email at any point.
• I was sent a payment link to repurchase the vacuum at a higher price.
• I paid again after being assured I would receive a refund for the difference after delivery.
• The money was withdrawn from my account.
• I was then notified that the payment had been “declined” and the order was canceled again.
At no point did the company provide consistent information. I was told multiple conflicting things: that the item shipped, that it hadn’t shipped, that it wasn’t canceled, that it was canceled, that payment succeeded, and that payment failed. While the customer service agents were polite, the underlying systems and policies are evidently flawed. I spent hours trying to resolve an issue that was not my fault, received inaccurate information repeatedly, and ended up with no vacuum, no clear explanation, and my money tied up. If the company cannot honor the price at which they sell a product, cannot accurately confirm whether an order exists, and cannot notify customers when they cancel orders on their own, consumers deserve to be informed. I would strongly advise anyone considering ordering directly from the company to think carefully.
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