angie M.
Poor communication and delayed shipping
I placed an order in January, and the Things Remembered team contacted me for clarification on an item. Unfortunately, it then took several days to receive a response, which delayed the shipment and caused the order to arrive later than expected. I placed another order on September 11 and paid for expedited shipping. When I noticed the tracking information was not updating, I reached out on Monday but received no response. On Tuesday, I contacted both email support and chat support. The chat representative assured me the package would be delivered tomorrow and arrive on time. However, the email representative stated that the package had been lost by the carrier. That explanation does not align with the tracking information. The carrier's records show they never received the package, and I also contacted UDS directly, who confirmed they never took possession of it. Based on the information available, the package appears not to have been shipped rather than being lost in transit. What is most disappointing is that I receive different information depending on who I speak with, making it difficult to understand what actually happened. The inconsistent communication and lack of accountability have been extremely frustrating, especially considering I paid for expedited shipping. At this point, I no longer need the item, as it was intended for my coworker's work anniversary party. The event will take place before the package arrives, making the order no longer useful. Given the circumstances, I would appreciate an explanation of what occurred and an appropriate resolution.