Daniel H.
Item never arrived and I tried…
Item didn’t arrive because of some reason (described as damage, but it’s a towel?) and didn’t get a response from their website for an uncomfortable amount of time. Felt that my money was gone and only had an e-mail to bark at. Eventually got the refund and contact after missing the date I needed the item. They took the time to apologize so went from 1 to 3 stars. If item exceeds my expectations will go to 4.
Response from The Bay LaurelMay 15, 2023
Dear Daniel, As the CEO of Bay Laurel, I sincerely apologize for the unfortunate experience you've had with our service. Your feedback is incredibly valuable to us, as it helps us identify areas where we can improve. I wanted to personally assure you that we have processed a full refund for your order. We always strive for customer satisfaction and deeply regret that your experience did not meet our usual high standards. Please be informed that we utilize Amazon's fulfillment services for all our off-Amazon deliveries. This is done to ensure reliability and efficiency. We're currently investigating the specific circumstances surrounding your order to prevent such incidents from recurring in the future. We acknowledge that our communication channels need to be more responsive and we're working on improving this aspect. Your feedback has made this issue a top priority for us. We're truly sorry for the inconvenience you've experienced. If there's anything else you need or any further concerns you have, please do not hesitate to reach out. We're here to help and we're committed to improving your experience with Bay Laurel. Thank you for your understanding and patience. Best Regards, Emre CEO, Bay Laurel