ullup D.
“Packed and Labeled” for Nearly Two Weeks — USPS Still Awaiting Item
“Your order is set to ship today!” Five days later: “still in the queue to be shipped.” This has been one of the most frustrating fulfillment and customer-service experiences I have encountered, and I have the emails and tracking history documenting the entire sequence. I placed order #2424 on September 16, deliberately well in advance of when I needed it. On September 17, Hurcann emailed me: “Your box is packed and labeled.” They said USPS should scan it within 2-3 days and instructed me to contact support if tracking still showed “Label created” after three business days. I followed their instructions. The package did not move. On September 23, Hurcann acknowledged in writing that USPS had not received the parcel. They told me “it hasn’t left our facility,” that this was “outside our normal shipping window,” and specifically that “it’s not a scanning delay on USPS’s end.” I thanked them and remained patient. Then, on September 24, Hurcann told me: “your order is set to ship today!” I was also told: “I’ve already followed up with the logistics team, and we are getting this sorted out.” Then: “I’ll keep following along and updating you.” Again, I thanked them. Again, I waited. Five days later, on September 29, Hurcann told me: “We are running significantly behind schedule with shipments” and that my order was “still in the queue to be shipped.” Hurcann explained that its physical store is moving and that this has made things “a bit chaotic.” So the documented chronology is: Sept. 17: “Your box is packed and labeled.” Sept. 23: Hurcann admits it has not left their facility and specifically says this is NOT a USPS scanning delay. Sept. 24: “Your order is set to ship today!” Sept. 29: “Your order is still in the queue to be shipped.” As of September 29, USPS tracking still says: “USPS Awaiting Item - Shipping Label Created.” Hurcann also told me: “I want to assure you that you haven’t been misled.” I find that statement extremely difficult to accept. If my order was “set to ship today” on September 24, why was it still “in the queue to be shipped” five days later? I have repeatedly asked who at Hurcann has the authority to actually resolve this problem. I have received explanations and assurances while the fundamental problem remains unresolved. I understand that businesses experience operational problems. Hurcann says its store relocation has created shipping problems. But I did not cause their relocation or shipping backlog. I deliberately ordered early so that I would have plenty of time. Hurcann consumed that entire buffer. What makes this particularly frustrating is that I was patient. When Hurcann acknowledged the first problem, I thanked them. When I was explicitly told my order was set to ship that day, I thanked them again. When I was promised continued follow-up, I gave them more time. My patience resulted in another five days of delay followed by Hurcann telling me that my order was still sitting in its shipping queue. I have now requested a concrete service recovery: get the complete and correct merchandise I paid for physically delivered to me by Wednesday night using complimentary expedited shipping. I am not asking for store credit, a coupon, another apology, or a refund. I want the merchandise I paid for. I have also repeatedly asked to be connected with a manager, owner, fulfillment supervisor, or anyone else with actual authority to resolve this. This should never have become this complicated. A customer placed an order. Hurcann said it was packed and labeled. It did not leave. Hurcann acknowledged the failure. Hurcann then explicitly said it was “set to ship today.” Five days later, Hurcann said it was “still in the queue to be shipped.” These are not my guesses about what happened behind the scenes. These are statements Hurcann sent me in writing. As of September 29, Hurcann has my payment, I do not have my merchandise, and USPS tracking still says: “USPS Awaiting Item - Shipping Label Created.” I will update this review with the final outcome. UPDATE - SEPTEMBER 30: Another day has passed. Order #2424 has still not been delivered. USPS tracking still shows: “USPS Awaiting Item - Shipping Label Created.” Hurcann has not answered the three direct questions I sent regarding the September 24 “set to ship today” statement, expedited fulfillment, and who at Hurcann has authority to resolve this. I will continue updating this review to accurately document the outcome.