I need to share my terrible online shopping experience as a cautionary tale for anyone considering using this site. Unlike the glowing reviews I’ve read about amazing design appointments, my experience has been defined by silence and failure. I placed a custom order weeks ago and received zero follow-up or tracking updates. My direct feeling and conclusion about this purchasing experience is succinctly summarized by the lack of content I even had to review:
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. No hat, no communication, just a massive charge on my card. I felt compelled to leave this review and engage in this conversation with customer service because I demand to know where my expensive purchase is and why I was completely ignored.
Customer: I am calling about Order #4088. It’s been three weeks, and my order status is still stuck on "Processing." I paid extra for expedited handling, and I have received absolutely no communication. This is unacceptable.
CS Rep: I sincerely apologize for the lack of updates and the frustration this delay is causing you, especially after selecting expedited service. Let me look into Order #4088 immediately. Can you confirm the email address associated with the order?
Customer: The email is [customer@email.com]. Frankly, an apology isn't enough. I need to know if the hat has even left the shop. For more information about web site look at our own internet site. If it hasn't shipped by the end of the business day today, I want the order canceled and a full refund issued immediately.
CS Rep: I understand your impatience completely. It appears there was an unforeseen delay in the finishing stage of your custom piece. I am escalating this directly to our production manager right now. I will email you a guaranteed tracking number within the next two hours, and we will refund the entire expedited shipping fee as compensation for the inconvenience.
Customer: Two hours. If I don't see that tracking number, I’m calling my bank for a chargeback first thing tomorrow morning.
CS Rep: I assure you that will not be necessary. I will personally monitor the confirmation email and the tracking update. Thank you for giving us the opportunity to correct this error.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap of non-existent customer service after placing a custom order.