Jennifer S.
Disappointed in Customer Service
I contacted the company via their live chat system on Friday morning minutes before placing my order to ensure that if I paid for overnight expedited shipping my order would be delivered the following day as I needed my replacement pads immediately. The individual on chat assured me it would and I completed my order. I emailed Sunday after my item wasn't delivered the day prior and on Monday when I received a response I was told that my order was still in processing. I reached out two additional times, once via email with no response, and once in a chat when I was advised my order was shipping out that day, this was Tuesday. It finally arrived yesterday, Wednesday, which is absolutely NOT overnight shipping. Only one individual I spoke with even apologized and nothing was ever actually done about the fact that my order wasn't properly processed and delivered. I am extremely disappointed in the service I received.
Response from AED.comSep 14, 2023
Hi Jennifer! I want to sincerely apologize for the inconvenience and frustration you experienced with your recent order and our customer service. Your feedback is essential to us, and we deeply regret that we fell short of meeting your expectations. I understand the urgency of your situation and how crucial it was for you to receive your replacement pads promptly. It is clear that our initial communication regarding the expedited shipping and delivery timeline was misleading, and for this, we take full responsibility. We are actively reviewing our chat and email support procedures to see if there is anything we can do for you and to prevent such discrepancies from happening in the future. Again, we apologize for any inconvenience this may have caused you. In the meantime, please let us know if there is anything else we can do for you.