It's a shame to have to write this review because I really like the clothes at this company and I have had a good experience with them once before. I'm not usually one to write a review either but this experience has been extremely frustrating. For context, I pre-ordered a jacket in mid-December and when I hadn't heard any updated by mid-January I reached out to customer service to inquire about any updates and ask if I should expect any shipping delays. They were quick to respond and clarified the pre-sale phase of 20 days meant it took 20 days to get the item into their inventory before shipping begins. They also said my order was expected to ship on January 16th. By February 4th my item had still not shipped so I reached out again to ask for an update. What customer service had failed to tell me in our previous exchange is that shipments were temporarily paused during the Chinese New Year holiday, which is completely understandable, but I was not informed of this when I explicitly asked if I should anticipate any delays. I was then told my order would be marked as a priority to be shipped out within the next two days.It is now February 19th and my order has still not been shipped (it has been two months at this point). There must be some disconnect between the customer service team and the logistics team or something because this whole ordeal has been very confusing. The customer service team has been responsive and kind (which I appreciate), but in my opinion it is very unprofessional to consistently not deliver on promises made to customers. I would much rather be told that my order is delayed for whatever reason rather than being told that my item will be shipped within “x" amount of days with no follow through or follow-up. Will not shop here again.
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