Valerie D.
Actual customer service?
Edit: even though the tracking was all over the place, the product did come today. I have placed orders in the past with this company. However, things change with all companies, which is why I felt like I was being scammed. There is no reason for the issues and miscommunications provided to me in the course of this order. To give more details: - order placed in October - follow up in November indicated it was delayed. I knew of the international shipping issues present at the time since the product was coming China. So, I gave it time. - in January I was told by the supervisor after the original review that the order was actually lost in November. So it seems I was told false information in November when I inquired. - follow up again in January and was told the order would be reshipped since it got lost. Over the course of the week since that notice, the package moved around the country - coast to coast but not near TX which is where I am. - at that time, I said I wanted to cancel the order and get a refund since it was apparently never going to get to me. I was told once I got the package they could process a return for me. This made no sense since I had no confidence I was going to get the order based on what was happening. Based on that, I wrote the original review noted below. After that review, I was contacted by a supervisor who indicated they were going to refund my purchase and asked me to remove the negative review. I don’t remove negative reviews - I will always modify based on follow up communications with the company. This did not make them happy and she proceeded to tell me how she didn’t have to do that per company policy and I was the one who waited until January to follow up. Essentially blaming me for not following up sooner. However, I did and was trying to be understanding given all shipping issues facing the country. Since she was so offended by the fact she refunded my order when she wasn’t required to … I offered to ship the product back to the company if she sent me a pre-paid shipping label, to which I have not received a response to date. Since I got the product eventually and they did make an attempt (albeit not the best way) to make things right, I am editing the post and the rating. ORIGINAL POST: This company is (no longer considered) a scam. I placed my order in October. Still don’t have it. They claim to have resent the order. However, the “product” is just shipping around the US according to the “purported” tracking. I tell them to just cancel it since they are not actually sending me the product. I want my money back. They tell me they can’t until they get the product back. How are you supposed to get the product back when you haven’t even shipped it to begin with? How do I return it to you when I will never get it? So, this company gets to just keep my money while I never get my product. I will go to my bank and file that it is a fraudulent change since I am never going to get my order. (Edit: I did not given the refund was issued the next day). EDIT: In my opinion don’t expect them to actually do the right thing when things go awry.
Response from XSTANCEJan 20, 2022
Hello Valerie, we're very confused by your review and it saddens us to read it. You are our long term customer and have ordered multiple times from us. In fact since 2020 you have made 4 orders! I looked at all your past orders and they were delivered within the advertised shipping time. Unfortunately, your last order was lost on the way by the shipping courier. But as soon as you reached out to us, we reshipped your order free of charge and it was delivered recently as well. We make sure all of our customers are satisfied with their order. Although, we don't have control over a package once it's handed to a shipping company, we'll always do our best to make sure you get your products. If you still require any assistance, please reach out to our customer support and our team will be happy to sort it out. Sarah