Donald, thank you for taking the time to leave a detailed review. We want to respond clearly so there is transparency for anyone reading this.
From the beginning, our intention was to help resolve your concerns. You mentioned wanting to return the item, and we immediately offered an exchange or a full return, including waiving any restocking fees. This was not an attempt to silence you, but a standard good faith effort to make things right for a customer who was unhappy.
Regarding phone communication, your original review requested a phone call and our phone number. We did reach out to you by phone shortly after. You asked that we not contact you further by phone, which we respected. For clarity, we do not publicly list our phone number due to scam and robocall volume, but we do provide phone support upon request and did so in your case.
As for response times, while most messages are answered within one business day (weekends and holidays excluded), there are times during high volume periods when replies can take longer. That said, we did respond and continued to communicate in an effort to resolve your concerns.
We repeatedly offered a return or exchange, even after your update, but you ultimately decided not to proceed. At no point were you pressured to remove or change your review. Our only goal was to fix the issue with your order.
We respect your experience and your decision, but we believe it is important for others to know that we stood ready to resolve the situation and honor our policies.
Here is the email we sent you for others to read:
Donald,
Thank you for taking the time to share your honest feedback. I’m genuinely sorry that your experience did not meet expectations, especially regarding response time. I understand how frustrating that can be and your feedback is heard.
I also want to clarify the phone number concern. We do not list our phone number publicly due to the extremely high volume of scam and advertising calls that come with doing so. That said, we do provide our phone number upon request, which is stated in our messenger, and we are always happy to share it directly with customers who ask.
If you were ultimately unsatisfied with the chain, we are willing to have you return it for a full refund. Once the return is received, the refund will be issued.
If we’re able to resolve this with a full return and refund, we would appreciate it if you would consider updating or removing the public review to reflect that the matter was handled and closed. That said, the return and refund option stands regardless.
If you’d like to move forward, just let us know and we’ll send over the return instructions right away.
