Genie
Excellent customer care!
After I placed an order via Shoppay, I found my shipping address was my old one, as saved in Shoppay, even though I put my current address on the website. There was no cancel order option, so I immediately contacted the seller. They offered only an email address to contact and said to allow 48 hours for a response. I emailed several times regarding this issue, and they never responded to my email even after 48 hours, which they promised on the website. Instead, I received an email this morning that the package had shipped to my old address today! Update 1 I didn't expect you to give me a full refund. Please understand my review from a customer's perspective. Now, I feel you genuinely care about your customers. I contacted DHL not to deliver but to pick up the package at their location. Once I receive the package, I will inform you, and charge me what it should be. I will also change my rating after receiving it. Thanks for your care. **Update 2** I cannot say enough about their excellent customer care. I haven't picked up the package yet since the location was closed, but I already saw the item in the store, where the size is sold out. I never requested a refund, and even though I told them to charge me when I received the package, they graciously gave me a full refund as a courtesy. I would like to say that I am now a lifelong customer!
Response from JOHN JULIANov 20, 2024
Thank you for your review. We sincerely apologize for any confusion regarding your delivery and our delayed response. While we can confirm the package was successfully delivered to the provided address, we understand there may have been uncertainty about the delivery management process. For clarity: delivery management is handled through the courier's system, with customers receiving text messages containing instructions and a security code to manage their deliveries. This security measure protects all orders, and address changes within the USA are complimentary. As discussed in our earlier correspondence today, we have processed a full refund of your order as a courtesy. We appreciate your feedback, as it helps us improve our communication and service standards. Thank you for your understanding. Best regards, The John Julia Team