I have ordered various items from the company without any issues until my latest experience. A day after placing my order, I received a notification that the product had shipped. Since it was a Christmas gift for my kids, I placed the order on December 2, expecting delivery by December 5. However, the tracking only indicated that a label was created. After waiting for 10 days with no updates, I contacted the support team, who advised me to wait a few more days, stating that two weeks was a reasonable timeframe. When I followed up, I was informed they were unsure why it was on hold. They promised to inquire and update me about my order. Two days later, I received a different explanation: FedEx hadn't picked it up from the warehouse, and now it was out of stock with no guarantees provided. The customer representative offered no options, and when I requested a refund, I was told it wasn't possible. This left me baffled, as I had already paid, and they couldn't fulfill my order or cancel it for a refund. This is unacceptable business practice from a large online retailer. The initial representative seemed irritated by my inquiry, while I was the one who should have been upset. Eventually, another representative from the resolution team contacted me in a professional manner and apologized for the situation, unlike the first one. I was finally offered a refund, which I accepted as I needed to purchase the gift elsewhere just six days before Christmas. I will not be ordering from this company again after this incident. In conclusion, poor service and a very disappointing experience!
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