Ordered a graduation dress for the first time, and courier delivered it to the wrong apartment complex. My apartment office confirmed it never arrived, and the photo provided of delivery was NOT of my apartment complex or the package room. I gave them my correct address, but it was clear they dropped it off to another apartment complex by accident. I was given the run around by Princess Polly customer service, and OnTrac their courier. After investigating, the courier said there was nothing they could do and that they delivered it "to the correct address". After reaching out through email and instagram because Princess Polly customer service wouldn't respond, they finally sent back a passive aggressive email that felt like they were insinuating I was lying- saying they'd refund me only once, and that OnTrac confirmed they delivered it to the right address. I was going to send comparative photos in response showing the difference of what my apartment complex package room looks like and what the image the courier submitted looks like, but felt that was so unnecessary given it's a literal dress.Honestly, just disappointed in how their customer service responded in such an accusatory manner when I just wanted a product I paid good money for.
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