Sakura
Terrible customer service
Terrible customer service, really went downhill recently. I so wanted to think the best of and support a small biz. Hoped products could help my pet (has health issues), so I gave many chances. Left me in tears. I have screenshots, sent emails etc. I rarely write reviews. Writing this, so others don't feel gaslit and are aware. Wouldn't want anyone else to experience same, with way the world is, and if trying to help a beloved pet. Contact Options: 2 email addresses and a contact form on site, plus social media pages. Experience: To be fair, I'll outline my experience over past year or so - from most recent/worst, to frustrating but resolved/previous. This way, people can decide for themselves. Most Recent: -Received damaged product I paid for but couldn't use. Emailed both emails several times, tried contact form. No response. -Nicely posted help request on social media, got a reply saying I shouldn't post CS questions on social media, told me to email tho my post noted I had already tried emails with no luck. -Nicely posted reply, confused. Responder said they saw consistent email communication (not true and vague) and that they'd forward the email thread to my email. -Puzzled as was no recent email thread about anything, let alone recent damaged product. Never received forwarded or any email. Checked many times, everywhere. -Nicely posted again hadn't received email. Person said they'd DM. In DM chided me for posting vs. using same CS email that I'd been trying and again referenced imaginary email chain. Felt like losing my mind so checked sent emails, all folders etc. - no replies I'd missed. -Nicely posted again that I was confused - really just wanted help. Sent several polite confused DM replies to same chain. All ignored. Can't imagine it wouldn't take less effort to just help me with product. -Tried emailing same emails again (including address they said to use). One never got a response, other repeatedly got invalid email return. Gave up in tears after about a month of this, will try to find other help for pet. Previous (not great but not as bad): -Several months ago, tried to use site and password didn't work - tried both emails multiple times, as well as contact form. One email address kept getting returned as not valid. -I called a number I found online, a person said they'd help in an hour. They never did, but a few days later I nicely posted I needed help on social media. -Someone did DM and help (page still broken but reset password). So I forgave that frustration, but sadly doesn't erase recent awful dead-end experience.