Three Bird Nest

Hi Laura, We’re really sorry to hear how frustrating this experience has been, and we completely understand your concern with the lack of tracking updates. We know how important it is to feel confident about your order, especially when it’s been this long without movement. We do want to gently clarify a few details so everything is as clear as possible. Your order did ship from our warehouse on April 9th, and we’re able to verify internally when a package has been fulfilled and handed off. In situations like this—where tracking hasn’t updated—it’s most often due to a missed scan or delay on the carrier’s end (in this case, DHL), rather than the package not being shipped. We also want to reassure you that you haven’t been ignored. You are currently being supported by two of our customer experience agents, both of whom have been responding and actively monitoring your shipment and next steps with you via email. Additionally, we truly value you as a customer. You’ve placed 50+ orders with us over time, and we’re so grateful for that continued support. Because of that history, we’re especially committed to making sure this is handled carefully and correctly for you. At this point, the package is still within the carrier’s extended delivery window. As shared by the agents assisting you, we are actively keeping an eye on the tracking, and if there is still no delivery or update by April 30th, we will absolutely step in with a resolution, whether that’s a replacement or refund. Until then, the shipment is considered in transit and under investigation with the carrier. We truly regret how frustrating this delay has been and appreciate your patience as we work through it with you.

Hi Marsha, We’re truly sorry to hear about your experience with the Golden Fields Patchwork Dress and understand how disappointing it must have been for this to happen while you were on vacation. That’s certainly not the experience we want for our customers. After reviewing your order, we do see that it was delivered on 2/28, and we kindly ask that any concerns regarding damaged or defective items be reported within three days of delivery. Additionally, items must have their original tags attached and remain unworn and unwashed to be eligible for a replacement or resolution. Unfortunately, as this situation falls outside of that timeframe and the item has been worn, we’re unable to move forward under our defective policy. We understand your frustration, especially given that you had saved the dress for a special occasion, and we truly appreciate your past support as a customer. Our policy is in place to ensure that concerns can be accurately reviewed and addressed as quickly as possible, as it becomes much more difficult to assess issues over time. We sincerely apologize again for the inconvenience and disappointment this has caused.

Hi Brenda, Thank you so much for taking the time to share your experience—we’re truly sorry to hear that this order left you feeling disappointed. First, we sincerely apologize for your interaction with our support team. That’s not the experience we want any of our customers to have, and your feedback has been shared internally so we can continue to improve. In regard to shipping, your order was placed on February 5th, shipped on February 6th, and delivered on February 15th. Our standard Economy shipping timeframe includes 4–6 business days for processing and 5–10 business days for delivery, so your order did arrive within that expected window. We understand timing can still be frustrating, especially when you’re preparing for travel. We’re also very sorry to hear that your skirt arrived damaged—that’s never the experience we want for you. We kindly ask that any concerns regarding damaged or defective items be reported within three days of delivery so we can review and resolve them as quickly as possible. Unfortunately, since this was reported outside of that timeframe, we’re unable to move forward under our defective policy. Additionally, items must have their original tags attached and remain unworn and unwashed to be eligible for a replacement. We always recommend inspecting items upon delivery so we can assist right away if anything isn’t quite right. We truly regret the frustration this situation has caused and appreciate you bringing it to our attention. Your feedback is important to us, and we’re grateful you took the time to share it. —Three Bird Nest Team

Hi Donna, We’re truly sorry for the frustration and disappointment this experience caused. We completely understand how upsetting it must have felt to receive your order, carefully wash the items as you normally would, and then see fraying on a top you hadn’t even worn yet. We also hear your concerns about care instructions. For many of our pieces, laundering guidance is listed on the product page under the “Fabric” section, as some of our specialty fabrics require more delicate handling, such as hand washing and laying flat to dry. We understand, however, that this may not always be obvious, and your feedback about including clearer or more prominent care labeling is absolutely valid. We are passing this along to our product team for review. In regard to returns, our policy does require items to be unworn and unwashed to be eligible, which is why we were unable to move forward once the garment had been laundered, unfortunately. We genuinely appreciate you giving us a try — both for yourself and for your family — and we’re truly sorry this experience fell short of expectations.

Hi Julie, Thank you for taking the time to share your feedback. We’re truly sorry to hear you were disappointed with your recent order. We understand how frustrating it must have been to have an issue with the pants after washing them, especially since you mentioned you loved them initially. As noted in our correspondence, once an item has been worn, washed, or spot-treated, we’re unable to accept it for return per our policy. Spot treatments and certain cleaning agents can sometimes react with garment dyes in unexpected ways, even if bleach isn’t used. We also apologize for any confusion regarding your email — your email message was received and merged into your chat conversation you had with us. While we understand this experience has been disappointing, we do appreciate you giving our brand a try and sharing your honest feedback.