I ordered an item online, but the shipping costs were high and the delivery was delayed beyond the expected date. I contacted customer support to add a protection plan to my order while still within the return and exchange period. I was informed that adding protection plans after the initial purchase was not possible, which wasn’t mentioned on the website. The customer chat support representative claimed that leadership would approve a full refund (including return shipping as a one-time exception), but would not allow the addition of the protection plan, which was my main request. As someone who works in customer support, I find it frustrating that customers are pushed to return items instead of being given the option to invest more in protecting their purchases. This experience has made me reconsider being a repeat customer. I urge the company to improve their policies and consider my request to add a protection plan to avoid further negative feedback.
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