Kate
Decent product, weak communication and customer service
Update 3/11 - Received an email response from the team today and learned that they have sent a duplicate order to my correct address at no cost. I'm adjusting my original rating from 2 to 4 stars but keeping my old review the same for posterity. ~ ~ I like the product enough, but some of their policies are frankly a little ridiculous. I placed an order that totaled $96 and entered my shipping address correctly on the website. However, as I paid through Venmo, apparently the address was pulled in from Venmo and overwrote what I entered on the site. My address in Venmo was out of date as I rarely use this service. This incorrect address was not displayed on the review page prior to purchase; only after I had clicked the button to submit, by which time it was too late to change it. I recognize and take ownership of my own error here, to be clear. Immediately I saw my old inaccurate address and contacted the company via the help email listed on the website (literally within 5 minutes of placing the order). I got zero response from the company so I emailed again a day or two later. Still nothing. After that, I got automated emails saying my order had shipped and then had been delivered to my old address. In the time since initially emailing them, I have dug around on their website and found conflicting information. On one page their policy states: "If an order has been shipped and a customer notices the wrong address, Future Kind is not responsible for redirecting the shipment to the correct address or bearing the cost with changing an address mid-transit" (among other details). However the site also states that "Order cancellations and or modifications must be submitting in writing within 1 hour of order placement", which was done here. I STILL have not heard back from the company about this situation, over a week later. They state that these policies are intended to provide customers with the best experience, but how is this the best experience??? By some miracle, I have a family friend who lives near my old address. She has stopped by, picked up the package from the very kind person who now lives there, and will send it back to me on her own dime. It should not be the responsibility of generous strangers and acquaintances to clean up this mess. I am the most frustrated by inconsistent messaging on the website and complete lack of communication from the company. I want to support small businesses and especially vegan businesses, but this experience has unfortunately tainted my opinion of the company and I would struggle to recommend them.