Jessica
Disappointing and Heartless Customer Service
I am deeply frustrated with this company. I ordered a personalized ornament of my dog who passed away. It was supposed to arrive by November 19 at the latest. When it didn’t arrive, I contacted customer support and was told to wait another 7 days. I did. After that, I was asked to wait another 2 days for someone to contact me—yet no one did. When I followed up again, I was finally told that my order had been lost and was asked whether I wanted a refund or a reprint. While I would have ordered this elsewhere if possible, this is our first Christmas without her, and having this ornament meant a lot to me. I requested a reprint. A full week has now passed, and I have received no confirmation, no update, no tracking number—nothing. I’ve once again had to follow up just to find out whether anyone has even seen my message. This has been one of the worst online ordering experiences I’ve had. The repeated delays, lack of communication, and complete absence of empathy are unacceptable—especially for something so personal and sentimental. For context: I placed this order on October 31, and it is now mid-December, with no clear sign this issue will be resolved. Do yourself a favor and order from somewhere else.