JP
HORRIBLE CUSTOMER SERVICE!
⭐ **ONE STAR – HORRIBLE CUSTOMER SERVICE! $337 LOST BECAUSE THEY IGNORED 14 EMAILS!** I purchased $337 worth of perfume from Tophatters.co. USPS marked the package delivered, but I never received it. After TWO personal visits to my local postmaster, we established that USPS had scanned the package at my 12-unit cluster mailbox. Unfortunately, it appears the carrier placed it into another resident's locked compartment instead of mine. **My complaint is NOT that USPS misdelivered the package. My complaint is how Tophatters handled the situation afterward.** USPS advised me that I needed certain shipping and insurance documentation from the merchant to pursue a claim. A simple request, right? Apparently not. I sent Tophatters **FOURTEEN EMAILS** requesting this information. I also attempted to reach them by telephone TWICE. **FOURTEEN EMAILS. TWO PHONE CALLS. NO RESPONSE.** Initially, Tophatters responded to my American Express dispute by providing the USPS tracking information showing the package had been delivered. Amex subsequently declined my dispute. After that, Tophatters stopped communicating with me altogether. I wasn't asking them to refund my money. I wasn't asking them to replace the merchandise. I was simply asking for the shipping documentation necessary to file a claim with USPS. **They ignored EVERY request, and now the opportunity to file a USPS claim has expired.** As a result, I am out more than $337, have no merchandise, and because they chose to ignore FOURTEEN EMAILS AND TWO PHONE CALLS, I lost the opportunity to seek reimbursement through USPS. What makes this particularly frustrating is how EASILY this could have been resolved. All I needed was information that the merchant should have had readily available. **BUYER BEWARE.** If your order arrives without incident, perhaps you'll have a satisfactory experience. But if anything goes wrong and you need customer service, my experience suggests you may find yourself completely on your own. I would NEVER purchase from Tophatters.co again.