Cordelia C.
Ignoring request for refund**update**
I placed an order for a phone case over 3 months ago and still have not received it. I understand that shipping could take longer for this company, so I tried to be understanding. I actually found the product I was looking for a much cheaper price on Amazon and it was shipped the next day. A week ago emailed the customer service address with the subject line "Refund" and I stated that I wanted a full refund in my first message. Their reply was to try and send me a new one. I replayed, again, that I didn't want the product and instead just wanted a refund. They completed ignored this request for a second time. Now I cannot get a response from them. Extremely disappointed with the customer service. I don't understand why my request for a refund was so blatantly ignored TWO times. Completely unacceptable and unethical. Hopefully they respond here. I recommend finding what your looking for somewhere else. **update** I have finally received my refund after a month of back and forth. I am adding one star because the money was refunded and the manager reached out to me and apologized. I hope they can see this as a learning experience start refunds when the customer asks the first time.
Response from Jelly CasesJul 5, 2022
Hi Cordelia, Thank you for taking the time to share your feedback. As we mentioned via email, your package was lost and we are not aware about this until you reached out to us. This is why we coordinated with the shipping company to trace the package resulting to delays in processing your refund. We sincerely apologize for the experience you had with our team, Cordelia. We refunded your payment as requested and we sincerely apologize for the inconvenience we have caused. While I wish you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver a great customer experience, and it's apparent in this case that we fell short. Please accept my deep apologies for the shortfalls in our service. Rest assured that I will raise this issue with the team as we continuously work on enhancing our customer experience. Sincerely, Jelly Cases Team