3 weeks after I placed my order and was charged, it never arrived. So I sent an email and was told that it got lost in delivery and they would refund me immediately and send me a “treat” to kid of make up for that (it was a tiny flag, some gummy candy, and their magazine). Then 2 more times I got auto emails from them saying my order was on its way. When I inquired what/why, concerningly thinking they were charging me for my cancelled order, they ended up sending me more “treats”. Customer service was friendly and responsive but inconsistent. I’m slightly convinced this company is one of those scams. I’m scared for having given them my contact and credit card information.
Response from FreestyleXtreme USAMar 15, 2018
Hi Kristen,
Thank you for your feedback.
First of all I'd like to apologies for your order going missing in transit, sometimes our delivery partners let us down and we know this is a very frustrating situation, but thankfully one that’s rare. I can see that our team keep you up to date with the investigation and once the parcel was declared "lost", a full refund was issued immediately, as unfortunately a replacement was no longer available.
The goody pack is something that we do, to make up for inconveniences. The team just wanted you to have at least a little something in the post, to look forward to.
In regards to the duplicate confirmation emails you received. I can see that these were the exact same confirmation as your original order and can only apologise for this system error, as you should have never received these emails. Now looking at the conversation you had with our customer care team in regards to this, I can see that we didn't properly reply here, as we confused your enquiry being about the tracking email for the goody pack and not about the duplicate confirmation emails.
Please rest assured that the above errors have been fixed and that you have nothing to worry about, as we don't store any of our customers payment information.
I'm very sorry that this had to be your first experience with us and hope you have a great upcoming weekend.
Warmest regards,
Assistant Customer Care Manager
FreestyleXtreme
EL
Elaine
I bought bike trail shoes for my…
I bought bike trail shoes for my spinning bike and love them.
AV
AverySteve
Outstanding price
Outstanding price, super-fast shipping.
EB
EB
Fast delivery. Received exactly what I ordered.
Fast delivery. I received frequent updates on where my package was and exactly when I would receive it.
PA
Pavel
excellent service
excellent service - web page quality, information flow (order confirmation, dispatch note, delivery info, request for evaluation) - everything was done as you would expect
additional pros - intl. logistics worked well
