Joan B.
First and Last Purchase from Freeze Pipe
I placed my order on 12/10/22 in hopes that it would arrive on time to be given as a Christmas present. I received a confirmation email that same day and then was notified a shipping label was created on 12/14/22. Then, nothing. I finally tried to reach out to the company and realized there's no easy way to do that. I sent an email to the customer service email address provided on the website on 12/18, 12/20, and 12/21. I did not receive a response from that address until 1/3/23. In hopes of getting some kind of information about whether/when my order would be shipped, I reached out to the company's Instagram account. I DM'ed them on 12/20 and 12/21, but did not receive a response until 1/3/23. I tried calling the two phone numbers I found for the company via Google and both rang through to messages indicating that the number was not reachable. Finally, in a last ditch effort to see whether I'd be showing up to the family Christmas gift exchange empty handed, my partner did some research and found/guessed the email addresses of multiple folks in the upper ranks of the company, to include the CEO. My partner emailed the CEO (among others) on 12/21 and asked for an update. The CEO responded promptly saying that the package had been shipped out either that day or the day before. Notably this response was sent to my partner, not to me, despite making it very clear that I had been the one to make the purchase. So, a bit annoyed, I reached out to the CEO myself. I mentioned the above facts and asked if he could confirm shipment. The response I received was defensive and borderline rude, and when I mentioned that I had made a complaint about the lack of communication to the Better Business Bureau, I was accused of "threatening" the company. He was sure to state that the package was shipped, though. My package finally arrived on 1/3/23, and about 3 hours before its arrival, I finally received responses to my email and to my Instagram message. Given the confusion, I checked the tracking history and the item wasn't sent until...12/30. Overall, having to wait nearly a month would not have been a huge issue. I understand I ordered a product from a small business during the holiday season--shipping is obviously going to be slow. However, the fact that I had to hunt down the CEO of the entire company in order to get any kind of update was suuuuuper frustrating, and then to receive the response I got from him--which was both rude and stated provably incorrect information--was really disappointing. I did eventually receive what I ordered, hence the two stars. But I will be making future glass purchases elsewhere.