Update 12/23: Several orders placed in November and early December were upgraded to 2-day shipping, but have now been reverted back to standard shipping. There has been no communication, no explanation, and no refunds. I am requesting refunds for these orders. I strongly advise other businesses against relying on this service for their fulfillment or timelines. This year, a Christmas delivery guarantee was advertised with cutoff dates of December 14 (standard) and December 17 (priority). However, I have orders from November 29 to December 6 that have not shipped as of late December 22. The company is also unresponsive regarding refunds for these orders, which were placed well within the guaranteed timeframe. I have had to refund 20% of my orders out of my own pocket, while this service seems indifferent to their promise of holiday fulfillment. This raises a crucial question: what is the point of a guarantee if it is not honored? Communication throughout this month has been misleading at best. Multiple customer service agents assured me that delayed orders were “about to ship,” but days passed with no updates. Whether this misinformation was due to a lack of internal awareness or a disregard for accuracy, the outcome was the same: false reassurance that directly affected my business and my customers. During the peak season, this company failed to meet its commitments and did not take responsibility afterward. Although one agent mentioned “compensation” in their reply, there has been no further discussion on this matter. As an annual member with a membership renewal coming up next month, I am seriously considering cancellation and would encourage others to do the same. The only concession made was a shipping upgrade, which is the bare minimum response given the scale of their failure and the lack of communication. They do not seem to value long-term customers. Small businesses depend on trust, transparency, and reliability. This holiday season, this service demonstrated none of these qualities. Based on my experience, I cannot recommend them to anyone who values their reputation or their customers. Exercise extreme caution.
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