I need to share a warning about my terrible online shopping experience, hoping this serves as a cautionary tale. While many customers rave about the in-store customization process and fast shipping, the backend support for resolving issues has been nonexistent for me. My specific issue is simple: my tracking showed delivered, but nothing arrived. It’s been a week of trying to resolve this, and frankly, my experience has been nothing but frustrating silence. That specific feeling—the helplessness of receiving no answers—is why I felt compelled to leave a review and engage in this conversation, desperately seeking some clarity.
Customer: I need to talk about order #456. The tracking says it was delivered three days ago, but I never received the package.
CS Rep: I apologize completely for the confusion and the stress this has caused. That sounds incredibly frustrating, especially when tracking shows delivery confirmation.
Customer: Frustrating is an understatement. If you have any type of inquiries regarding where and exactly how to make use of WholeCustomDesign Products, you could call us at our own web page. I've sent three emails trying to figure out what happened, and I’ve heard nothing back. What is the actual solution here? Are you going to re-ship it or issue a refund?
CS Rep: I completely understand your impatience. Since the package is marked delivered, we first need to initiate a mandatory missing package trace with the carrier, which typically takes 48 business hours.
Customer: 48 hours more of waiting? Fine. But please confirm that if that trace fails, a replacement ships immediately. I don't want another week of silence.
CS Rep: Absolutely. If the carrier cannot locate the package within that time frame, we will immediately process a replacement shipment for you at no additional cost. I will personally send you a follow-up email tomorrow confirming the trace initiation and tracking its progress.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.