“We are very disappointed with your customer service.
We placed our order and within minutes realized we ordered the wrong size. We tried to cancel the order right away, emailed from the website, replied to the email confirmation for the order, called the phone number on the website and on the order. ONLY to get ONE single email the following day letting us know the order had been shipped!!!! I also called FIRST thing Monday morning and left two messaged requesting the order be cancelled or the correct size be shipped.
I finally received a phone call back (Monday AFTERNOON and two phone messages later) from a very kind young man trying to help ... he called me back and let me know that the order had been shipped.
I then had two choices, order the correct size and return the incorrect size when it arrived. This means I would be paying for TWO hats and WAITING for the credit back for the incorrect size. If your customer service to receive a credit back is anything like trying to cancel an order ... good luck to me.
VERY dissatisfied customer with the WRONG size hat that will be donated.”
Hey Lisa,
We appreciate your feedback to our team, it's something that I can assure you we take seriously. While we do our best to edit orders often our fulfillment team is so fast that items go out the door before we have a chance to edit them.
In a case like this where the edit could not be made before shipping was processed an exchange is a very helpful option that is completely automated. When exchanges are submitted via our return portal the order for the new item is placed as soon as return tracking updates, this means there is no waiting for human assistance at all.
I see that our team has responded to you offering to submit a return or exchange on your behalf, you are also welcome to do that on our own by visiting our return portal linked at the bottom of our page.
Please let us know if we can assist with this. We are eager to help.
xx,
Gigi Pip
