This has been an ongoing problem since December 2021. When I contacted your CS team in January and February about the missing item. This was one of the responses: Christine (CaskCartel.com) Feb 4, 2022, 4:36 PM EST Hello Lori, Thank you for calling in. I just wanted to send you an email to confirm in writing what I've promised verbally- that I'm contacting management to inquire about the hold status on your refund, and to report back by both telephone and email once I've received a response. Please feel free to contact me if there's anything further I can do to assist you while we await further updates. Thank you again and have a pleasant rest of your day! Kind Regards, Christine The next response I get from you is a collections letter. You could have just rebilled me. I had to contact CS again today to have them create an invoice for me to make the payment. Get your act together. Your CS team is very nice but there is no follow through. I appreciate that my gift finally reached my intended party 2 months after I ordered it, but Cask Cartel needs to be fluid and clear about it's product and process. Thank you, Lori Bond