Yesi
I still get angry about this experience 5 months later.
At the start of May 2022, my boyfriend convinced me and his friend to buy MLO shoes. They looked cool, fashionable, and they appeared to be on sale! I bought 3 pairs of shoes (about $300 which I've never done before but I was excited) and realized the shipping address on them was that of my old address (I had recently moved and forgot to change it in my Apple Wallet). So, within the hour I had ordered them, I emailed their support and they respectfully told me they couldn't change my shipping address, linked their cancellation policy, and then told me I would just have to wait for the order to ship and contact the shipping company to change it with them. However, on a different page, their "MLO Service Center" page, under the "Orders & Payments" tab, one of their Q/A style options is "How can I edit the shipping address for my order?" Within this tab, they first give instructions to contact the courier if the order has already shipped. The second set of instructions they give IF THE ORDER HAS NOT BEEN SHIPPED YET, is to reach out to their customer experience team with the order number and updated shipping address "and we will do our best to accommodate your request before the order is shipped." Well, maybe the first shipment shipped too soon. But the second one that was delayed for 2 weeks? No chance of changing the delivery address on that? I was left believing they just really didn't care about their customers and didn't want to deal with it. My 3 pair order had been split into 2 shipments. The first shipment of 2 shoes has been a nightmare that, at the time, I was still undergoing (final week of May). The courier was UPS. UPS was adamant that my shipper can and should change the delivery address for me. When I explained they wouldn't, UPS did their best to work with me. Unfortunately, UPS STILL delivered my order to the wrong address even AFTER successfully changing the address to the correct one. It took UPS a little over a week to do the claim investigation. MLO was able to ring me up for another purchase (Shipped May 20th), where they manually set the price of the shoes that had been lost to $0.00, so that was nice. Just as a sidenote: I was able to get 2/3 pairs of the shoes I ordered. They're ok made. The 3rd pair I was so frustrated with I didn't bother contacting MLO or the courier. I was just DONE. The second set of shoes shipped out May 18th. When I asked MLO about this order after getting help with the first shipment, they stuck to their guns and said I would need to contact the courier and change it with them. This courier is 4PX, a company from China, and I am having a HORRIBLE time even just trying to get in contact with 4PX. I will NEVER purchase anything from MLO ever again. I strongly believe I just wasted $300 dollars for nothing and have spent almost the entirety of May/June really stressed out and angry over this. I don't know why MLO has conflicting information about their shipping address edits. If they can't do it, ok, I get it. But why give anyone ANY hope that "you'll do your best to accommodate my request" when it is a total lie? No one tried. They just threw links at me and empty apologies. I will commend MLO for this: their support reps answered my emails within an hour. That's the fastest anyone has ever responded to me from any company. This is the only plus to this company so far. I think all buyers should beware this company. I am a strong supporter of small businesses / minority owned businesses. I myself am a minority and my parents have owned their own business for 30+ years. Companies like this one are part of the reason for why people don't like to take chances on lesser known businesses that don't have the sort of trust a larger company like, for example, Amazon, would have. I trust that if something goes wrong when I order on Amazon, Amazon has my back. I have ZERO trust that MLO has my back. They just have my money.