starface.world

Lies & Disappointment

Ordered one item on 3/26. Item was "shipped" on 3/29. According to USPS tracking, it is STILL sitting in "pre-shipment" (label created, USPS awaiting item) today, 4/20. I reached out on 4/5 to ask if the item had been shipped. Was told it must've been lost in the mail and that they'd send a replacement. (Usually the item has to be received by USPS and scanned at least once before it gets "lost in the mail," but that's fine.)On 4/8 I was told that the replacement had shipped and that they'd send tracking info when they had it. After not receiving any further contact, I asked for the tracking number on 4/16. They told me same-day that they'd send tracking info "soon," citing an issue with "shipping partners." Usually when you ship something, especially if they used USPS again, the tracking number is created right away, so this didn't make any sense to me.On 4/19, I got an email saying that "due to a fulfillment center issue," the item would not be included in my order (it was the only thing I ordered). They refunded me in full, which is the right thing to do and I appreciate it. However, I'm still very disappointed. I understand that things happen, and I don't want to seem entitled, especially with all that's going on in the world right now, but I cannot think of any reason to literally lie to a customer TWICE and tell them that their order has shipped if you don't even have the item in stock. The fact that I waited almost a month for them to tell me this, and that the limited-edition item I ordered was no longer in stock by the time they did, just adds to the disappointment.They offered free shipping on a future order for the "inconvenience," but honestly, I am probably not going to purchase from this company in the future. Their website has been buggy and slow on so many occasions in the past that I couldn't even get to the checkout page to buy from them. This would have been my second order from them, and I was excited about it, but then this happened.I cannot see any reasonable explanation from my end as to why this would have happened, and instead of actually explaining what was going on, they strung me along for weeks, lied to me twice, and then gave me the weak excuse of "a fulfillment center issue." If there had been any transparency or honesty throughout this process, I wouldn't be upset right now. But the lies and flimsy excuses make this company look really bad. It's a shame, too, because I liked their product.

Date of experience: Apr 20, 2021