I have ordered various items from the company without issues until this recent order. A day after placing it, I received a notification stating that the product had shipped. Since this was a Christmas gift for my children, I ordered it on December 2, expecting delivery by December 5. However, the tracking only showed that a label was created. After waiting for 10 days with no updates, I contacted the support team. They advised me to wait a few more days, stating that two weeks was reasonable, and to call back if there was still no update. When I followed up, I was informed they were unsure why it was on hold. They promised to inquire and update me on my order status. 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. I was baffled since I had already paid and they couldn't fulfill my order or cancel it for a refund. This is poor business practice from a large online retailer. The customer representative seemed irritated by my inquiry, whereas I was the one who should have been upset. Eventually, another representative from the resolution team reached out 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 experience. In summary, poor service and a disappointing experience!
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