Ngoc T.
They make it impossible to cancel order
I tried to cancel an order that has not been shipped and they made it as difficult as possible to do so. I reached out to their customer support through email twice and no response while they said "You will receive a response from us within 24 hours". It has been 2 days. I then used chat and I had to repeat myself multiple times saying "I need to cancel this order #xxx" and they made me wait hours in between without actually cancelling it. It has been 2 days since I requested cancellation and the order still has not been cancelled. Terrible experience! 16/08/2023 update: I asked them one more time through the live chat and they said the issue has been escalated. Still no response through email, if I did not ask, how would I know whether they are actually doing anything. How can cancelling an order be such a dragged out headache? Please just cancel, refund and give me the confirmation.
Response from UlikeAug 17, 2023
Dear Ngoc, Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience you have experienced while attempting to cancel your order. Your feedback is invaluable to us, and we appreciate the opportunity to address this matter. We understand that your initial attempts to cancel the order were met with delays in our response, which is far from the level of service we strive to provide. Our team has since investigated and verified your request. We are pleased to inform you that your order has been successfully canceled as of Aug 17, 2023. Regarding the delay in our response through email, we sincerely apologize for any confusion this may have caused. Our customer support team was indeed working to address your request, and we are actively taking steps to improve our communication process to ensure a more timely response in the future. Please note that it typically takes a few working days for the refund to be processed and reflected in your payment account. We appreciate your patience in this regard and assure you that your refund is in progress. You can expect the funds to be credited to your account by [refund completion date]. If you have any further questions or concerns, please do not hesitate to reach out to us. Your satisfaction is of the utmost importance, and we are committed to making this right for you. Once again, we apologize for any inconvenience you have experienced, and we genuinely appreciate your understanding. We hope to have the opportunity to serve you better in the future. XO