my B.
Our Experience with Customer Service and ordering
We recently placed an order with someone named Joyce, explicitly stating our need for a window sign. However, the sign arrived not only non-functional but also a wall unit instead of the requested window hanging unit. Despite our attempts to reach customer service, all contact numbers appear disconnected. ****Update 4-3 I'd like to provide an update to our initial review. Customer service responded via email approximately 24 hours later. They were able to send us the adapter and chains for hanging, though unfortunately, the whole mounting kit was not included. Interestingly, the adapter and chains arrived from Amazon, which surprised both us and Amazon itself, as we had already ordered the same items independently. Additionally, the sign was shipped from Vietnam. I wish I could attach pictures to illustrate this. While I genuinely appreciate the efforts of customer service in addressing our concerns, I was taken aback by the misinformation regarding shipping and the disconnected phone lines. Despite these challenges, the sign turned out well overall. However, for future projects, we intend to work with local vendors to ensure timely completion.
Response from Orant NeonMar 28, 2024
We deeply regret the inconvenience you've experienced and are actively working to resolve any issues you've encountered. Joyce is currently in contact with you to address your concerns directly. Regarding the origin of our products and payment processing, we want to assure you that we operate with the utmost transparency and integrity. While we do have global operations to offer a diverse range of products, we understand your concerns and are reviewing our processes to enhance transparency and reliability. Please be assured that our products are shipped from Texas, not Hong Kong, and we want to clarify that all Orant Neon products come with a robust 24-month warranty. We prioritize transparency and customer satisfaction in all our operations. With an annual handling of over 25,000 orders, and a stellar track record of over 4,000+ five-star reviews on Etsy, we take pride in our commitment to quality and service excellence. Your feedback is invaluable to us, and we are committed to making this right for you. Please continue to communicate with Joyce, and we'll ensure a satisfactory resolution to your situation. Thank you for your understanding and patience.