• 27 October – Order placed. Website stated a delivery timeframe of 15 business days.• 30 October – Order marked as shipped.• 4 November – Last tracking update. No further movement after this date.• Mid–late November – Contacted customer service multiple times as the order had not arrived and tracking showed no progress.• Brand advised me to contact the courier, who confirmed that only the shipper could open an investigation.• I requested a refund due to missed delivery timeframe and lack of tracking updates. This was refused, and I was asked to wait an additional 2–4 weeks for an investigation.• December – Brand confirmed in writing that the order was lost.• Instead of a refund, I was offered store credit only, with the explanation that I had not purchased optional “shipping protection.”As the item was never delivered, I had to file a Goods Not Received dispute with my bank to resolve the issue.Posting this review so other customers understand how lost orders are handled.
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