Disappointed customer
I’m really disappointed with the shipping situation on my recent order. This is only my third order with this company, and I’m already dealing with shipping issues, which is frustrating and reflects poorly on the customer‑service experience.
The warehouse confirmed that my original shipment was lost internally and never even left their facility. The manager, Matt, got involved and said he would send my replacement order with one‑day transit. That didn’t happen either. When I followed up after seeing no movement on the tracking, he claimed he had personally packed and shipped it.
I went to my local post office, and the manager there checked their internal system and confirmed that the package had not been dropped off or picked up as of 1pm that day. He also said it’s highly unlikely for a package to be picked up without being scanned.
I still didn’t receive my shipment today, and USPS tracking continues to show the package sitting in Texas with no movement. The promised one‑day transit time wasn’t met, which puts me in a difficult position with orders for my small business.
From the beginning, it felt like a runaround. I originally emailed because the order still hadn’t shipped several days later, which seemed unusual. The first representative said she couldn’t locate my order but reassured me it would ship soon. Another day passed with no update, so I reached out again and she looped in her manager. Given that the delay was entirely on their end, I don’t understand why the order wasn’t overnighted to ensure timely delivery.
I really hope they improve this process for future customers.