Caroline B.
Disappointing customer service
Disappointing customer service. An unauthorized purchase was made by our minor child, and although Tantaly refunded the merchandise after we returned it, they refused to offer even partial reimbursement for the return shipping. Given the circumstances, I expected more flexibility and customer consideration. While, I recognize the company waived the 15% restocking fee. Our shipping was over 300 for something we did not authorize. There should be something that Tantaly can do to prevent illegal purchases as this was purchased by a minor without authorization. So, waiving the 15% was not a gesture of goodwill. Giving us some money back for correctly shipping their goods back would be.
Response from TantalySep 2, 2026
Hello there, Thank you for taking the time to share your feedback. We completely understand your frustration. An unauthorized purchase by a minor is a stressful situation for any parent. We would like to clarify our policies regarding this matter. According to the refund instructions at the bottom of our return policy page, a 15% product replenishment fee is normally deducted upon the return of merchandise, and return shipping costs are typically the responsibility of the customer. However, given the unique nature of your case and to show our goodwill, our team has reviewed your order and made an exception: we have completely waived the 15% replenishment fee and arranged a full refund for your merchandise. We’re sorry that our handling of the return did not meet your expectations. We truly value your feedback, as it helps us identify areas where we can offer better customer consideration and flexibility. If you have any further questions, please don’t hesitate to contact our customer service team directly. Best regards, Tantaly Customer Service Team