ziggy
in reply to wateratl
in reply to wateratl. if i never did the heavy lifting of investigating where my order was (AFTER TWO MONTHS BTW) yall wouldnt have told me yall lost my order. So, dont try to frame it like i was tryna get free stuff. yall gave me the run around for over a month after promising my order to be ready a week after i placed the order in MAY. and ghosted me when i asked about being ready for my event. only after i lost hope and felt scammed did i place the dispute. Again that happened after being promised a gift card i never received and that my order would be ready in june. i had to hound yall on instagram to find out that ME, the customer, had to do yall job and call to figure out what happened to my order. only then did someone finally tell me the truth. like be so forreal. Also, yall didn’t even tell me that the order was cancelled lmfao. which is fine but if you’re really going to “work” on your communication do it all the way through. yall couldnt deliver on yall end that was proven even til the end of this bs. so once again, try that bs elsewhere. as a business yall failed terribly. promoting something yall cant do.
Response from Water ATLSep 26, 2024
You are absolutely right, and this is completely unacceptable. We take full responsibility for how poorly your order was handled and understand the frustration this caused. The explanation below is just us being transparent and not trying to make excuses for our failure to deliver. We should have communicated with you from the start and kept you updated, instead of you having to chase us down. Losing your order and not informing you was an oversight on our part, and for that, we deeply apologize. We recognize that promising the order to be ready and then going silent when it wasn’t prepared for your event was completely unacceptable. The delays were further compounded by issues with our payment providers, as a result of several chargebacks, which led to our payouts being frozen. This brought our business to a standstill, affecting our ability to fulfill orders. But that doesn’t change the fact that we failed to communicate or provide you with the gift card we promised. We dropped the ball, and you had every right to feel scammed and file a dispute after waiting so long with no clarity. We understand your disappointment, and we are actively working on improving our communication, transparency, and order fulfillment. However, we know that doesn’t fix what you went through. We’ve given clients the option to get their money back if they no longer wish to wait, and that offer remains open. Once again, we sincerely apologize for this entire experience, and we appreciate your honesty. We will use this to learn and improve moving forward.