Sarah P.
Fulfillment and returns problems
Had a really rough first experience with this company. My order was shipped later than expected based on their published shipping times, and when it arrived it was not the item I ordered (wrong size). I initiated a return and returned the incorrect item with the label they provided. I arranged for the item to be exchanged for the one I'd ordered in the first place, and when it finally arrived back to them, I received a store credit instead of an exchange, for significantly less than I had paid in the first place. After receiving a copied-and-pasted lecture about returns vs. exchanges in response to my inquiry, I had to argue with the support representative to get them to recognize their mistake and refund my money in full. I didn't have to initiate a chargeback to be made whole on their mistake, but there was a lot of friction and annoyance in the process. Throughout the experience, their support communication seemed to suggest that they were doing me a favor by making good on the terms of the original sale, and that I should be thankful. While they did eventually provide a refund, I now do not have the item I purchased in the timeframe I needed, and will be paying a competitor for expedited shipping. The friendly and easygoing image they project on their website is not upheld by their fulfillment and customer service. This is a shame because they really do seem like great people.