I don't usually write reviews, but my encounter with the customer service has been so exasperating that I feel compelled to share my experience. I ordered a cleaning spray and a cloth, but when it arrived, the bottle was cracked—likely due to shipping issues. I contacted customer service immediately, and they initially offered a refund. However, I requested a replacement instead. They agreed, and I explained that returning the leaking bottle wouldn’t be feasible. I even offered to empty or clean it if needed. I was assured that this wouldn’t be a problem and that I could receive a free replacement without returning the damaged items. I felt relieved, thinking the issue was resolved. However, a while later, I received an email stating that I needed to return the items. Confused, I reached out again, and they apologized, instructing me to disregard the email. I assumed everything was settled and went about my day. Fast forward two months, and I was shocked to find that I had been charged for the supposed “free” replacement. I contacted customer service again, which turned into a frustrating two-hour ordeal. Multiple representatives and even supervisors came and went, but in the end, they refused to refund me, despite having clear proof of all previous conversations confirming that I was not supposed to return the damaged bottle. Ultimately, I ended up paying twice: once for the original damaged order and again for the replacement of the same item. I followed all the instructions and acted in good faith, yet I was still out of pocket. This experience has been incredibly frustrating and disappointing. Their policies may appear helpful on paper, but in reality, their customer service is disorganized, inconsistent, and unreliable. If possible, I would strongly recommend avoiding this service for anything that may require customer support.
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