Pure Modern LivingReviews of puremodernliving.com

Response from Pure Modern LivingMay 12, 2020

Hi Zeke, We are so sorry your order never made it to you. We will gladly take a look in our system and have the order reshipped. Or, if you’d prefer, we can cancel your order and issue you a refund. Please contact us at [email protected] and we will make sure you are taken care of. Thank you for your patience as we are all working hard to manage and fulfill online orders amongst the COVID-19 pandemic. -Pure Modern Living

Response from Pure Modern LivingApr 8, 2020

We have looked at your account and the reason you are only seeing one order when you login is because you checked out as a guest on the second order. We have gone into your account for you and attached your second order to your profile so it should show up for you in there now. We hope you and your loved ones are healthy and safe! Best, Pure Modern Living

Response from Pure Modern LivingMay 12, 2020

Dorin, We apologize that your order did not process and ship smoothly. Like many retailers around the world, the COVID-19 pandemic has put a drastic weight on our system. Many suppliers are struggling to ship products out in a timely manner due to the unprecedented demand, and we are doing our best to provide our customers with email updates on what is happening, when you can expect your order, and how to cancel if you’d like a refund. Be sure to check your spam or junk folder as these emails often end up there instead of your main email account. It sounds as if you’ve already submitted a request to have your order canceled and refunded. If you have not yet, please email us at [email protected] and we will process your refund. Our hearts go out to all of the suppliers, retailers, and shop owners that are struggling to keep up with the demand for products, along with the families who are in need of refilling their pantries. -Pure Modern Living

Response from Pure Modern LivingMay 17, 2020

Hi Brenda, We are so sorry that your refund was not processed on your first request. As a family-owned “mom and pop” online retail store, we were not prepared for our sales to skyrocket 70x our average monthly sales volume due to the COVID-19 pandemic. As a result, we had to switch our customer service over to a new platform and later realized there were a few requests that did not properly transfer during this process. We are doing the best we can manage and fulfill the influx of orders and customer service requests and we completely understand your request for a refund. We would like to clarify that this was never an issue of stock as we still have stock available for the product you ordered but rather an issue of temporary warehouse shutdowns where orders could not ship out. As part of our solution to better care for our customers, we’ve switched our service platform and brought on a team of new customer service employees to help us manage requests and refund unwanted orders at a faster pace. Once again, we are sorry about the circumstances and continue to hope for a safer, healthier world in the months to come. -Pure Modern Living

Response from Pure Modern LivingMay 17, 2020

Zina, We are so sorry that your order was held in limbo and that you never received your order. We also understand your frustration about not getting the products you ordered in a timely manner. To be completely transparent, the COVID-19 pandemic took our family-owned “mom and pop” store and threw us for a loop as we suddenly began to bring in 70x the number of sales and customer service requests we normally receive overnight. Unfortunately, we don’t have the same authority in the online retail space that large suppliers (such as Target, Walmart, Amazon, and large chain grocery stores) have, which makes contacting suppliers, getting straight forward answers, and communicating with warehouses a real problem. Once we realized this was an issue, we had to temporarily close down our store so we could shift our focus to the thousands of people who have already ordered from us...including you! Through this experience we have learned a lot and we are working around the clock to manage orders and take care of our customers. We wish you the best and are hopeful for a safer, healthier 2020 to come. -Pure Modern Living

Response from Pure Modern LivingMay 17, 2020

Donna, We are so sorry that this has been your shopping experience. The reason we charge your credit card at the time your order is placed is that for the security of our customers we do not store your credit card information. As for holding your money hostage, this is simply untrue. As a small, family-owned online retail store, we were not prepared to receive 70x our average monthly sales literally overnight due to the COVID-19 pandemic. We’ve acknowledged this and have brought on a team of customer service associates to help us manage orders or issue refunds as quickly as we can. Due to stay at home orders, we had to temporarily close our chat so we have also been sending out regular emails in an attempt to keep people up to date with what is going on and how to contact us about their orders. We are just as frustrated as you are that our processes are not running as quickly or smoothly as they should be, but we are doing everything in our power to hire the teams we need to ensure everyone gets taken care of. We wish that you and your family remain healthy and safe during these uncertain times. -Pure Modern Living