Mirroring what others have said, I ordered a Christmas gift in early December, and as the holiday approached without delivery, I was informed it was on the way. This back-and-forth of 'where is it?' and 'it's on the way' continued for weeks. The representative, who identified as Jennifer, denied my request for a refund, insisting the item had shipped. However, USPS indicated they were still waiting for it. Jennifer maintained that the tracking information was incorrect and urged me to be patient. I mentioned I would file reports with consumer protection agencies, but it appears many others have had similar experiences.
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