So I reached out to Glitch sales support for a possible change on a pre-order. They told me they couldn't change pre-orders but could cancel it instead. THE SAME DAY I emailed them back and said a cancellation was fine. Then I NEVER heard back from them. I just want to make it clear, I messaged them WELL before pre-orders were sent out, and THEY offered to cancel my order but failed to follow through. Thanks to their negligence, my plush was sent out, but even OVER A MONTH after the holidays they still haven't responded to my subsequent messages requesting a refund. I'm leaving a 1 star on TrustPilot as well. Their plushes are great, but God help you if you need customer support because they suck at it. I've given them every opportunity to address this issue with me and they have failed. If you're going to offer customer support options, then fail to follow through on the things YOU offered, why do you even have support? Either hire more people to manage client concerns or be up front about your greedy ALL SALES FINAL (EVEN IF WE SCREW UP) approach to business.All of what I'm saying is supported by screenshots. This could have been avoided. Heck, even after the plush was sent, I would have been fine with sending the dumb thing back had they given me a refund. Now I'm stuck with two of the same plush. Ebay here I come, I guess.UPDATE: Glitch has gotten in touch with me! They immediately sent me a refund and even offered me a free plush (the one I was originally trying to switch my pre-order to). They said the issue was a bad filter that caused all of my subsequent messages to get funneled into their spam folder. I'm not sure how that could have happened, but even without the plush added on top, I'm pleased that I finally got my refund. I'm relieved to say that once you get through to them, they are very reasonable.
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