I was looking forward to supporting a small business and becoming a truly loyal, frequent customer, but my first experience purchasing a special edition hat turned into a cautionary tale about online trust. I encountered a website glitch that prevented me from changing my shipping address, but when I called, I was pressured to complete the purchase right away, assured that emailing the correct address would be "no big deal." My concerns were brushed aside, and as soon as the sale was finalized, the customer service vanished. When the shipping confirmation arrived with the wrong address, I knew immediately I was looking forward to being a frequent and loyal customer however my experience was less than satisfactory!! They completely ghosted me—no answers to texts, no returned calls—confirming that they don’t care only thinking about that one sale not the future! Their behavior lost them a customer who would have spent thousands over the years. I had to finally reach out again, demanding accountability for shipping my $79 order to the wrong state.
Customer: I am calling regarding order #4859. I spoke to someone earlier this week who assured me the shipping address would be manually corrected after purchase, but the tracking confirms it has been sent to the old, incorrect address. I haven’t received a response to any of my follow-up messages since I paid.
CS Rep: I am deeply sorry for this breakdown in service, and especially for the lack of communication after your purchase. That is absolutely unacceptable. In the event you loved this post and you wish to receive much more information regarding WholeCustomDesign Bulk assure visit the web-page. Let me pull up your account now. Can you verify the order number and the correct address where you intended the hat to go?
Customer: The order is #4859, and the correct address is 123 Main Street. I need an immediate confirmation that you can either intercept that package or send a replacement. I made it explicitly clear I didn't want the purchase if the shipping couldn't be guaranteed.
CS Rep: I understand completely. We are contacting the carrier right now to attempt an address interception and reroute. If we are unable to stop the shipment to the incorrect location within the next two hours, we will immediately process a full refund and ship a replacement hat to 123 Main Street via expedited service, at our expense.
Customer: I appreciate you taking ownership now. That’s what I needed—a solution, not silence. Please confirm once the intercept status changes or the replacement is sent.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.