Misty O.
Buyer Beware
Buyer Beware. I purchased 2 items, way too big, fit 2-3x larger than what is standard. It was very challenging navigating their return function on their website. Had to click on return button multiple times over 2 days before it took me to a return form. Processed for exchange of 2 items. The return QR code displayed on my laptop browser but no return/exchange email arrived in my inbox, Trash or Spam folders. Despite the return page on my browser indicating an email had been sent. I took picture of QR code with my phone from laptop and it worked at USPS. But I have nothing to refer to other than the screen shot. No emails, and any attempt to email is not working. Called customer service and it’s the same recording deferring you to email or you can leave message. I did later and there was no response. I suspect at this point I will not receive the exchange and will be out $. Update: searched the internet for store physical location and number. The number connected me to a representative who reviewed the exchange and I received the items within 5 days. It was far too much work though.
Response from shopelan.comMay 27, 2024
Hi there! I am so sorry to hear about your poor experience with us but appreciate you sharing this feedback so we can do what we can to improve what we can for you for the future. For future, please do note that we do answer customer calls during our business hours Monday-Friday 10am-5pm EST. If you leave us a message outside of business hours we will be sure to get back to you asap. However, we do recommend our email as the fastest point of contact. For some reason we did not see any email from you, so we apologize if you did try contacting us and we did not receive it. Here is our email address for your reference: [email protected] Regarding our return portal, you should not have to wait for an email to be prompted to print out the label. You should see both options to "view QR code" or "print label" depending on your preference. We hope you will give our brand another shot in the future and please know that we are here to assist in case of any issue!