I purchased two items at the beginning of January and exchanged one of the items. That items didn't work for me either, so I returned it. I never received a refund despite the return being confirmed as delivered on Feb 3 (it is now Feb 27). I did not receive a response after inquiring about the refund. It has taken 23 emails dating from Jan 6 to February 23 in order to get the items returned and exchanged. The customer service experience was maddening because they would not read the previous email and you'd have to start over every single time. I will NEVER buy directly from this company again.
I disputed the charge on my credit card and it was resolved in my favor.
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