Gorchic

Hi there, We sincerely apologize for the mistakes made with your order. We acknowledge that the package shipped on July 8 contained the wrong color, and this was our responsibility. Once the error was confirmed, we immediately arranged a replacement shipment on July 12. Unfortunately, the warehouse made another mistake and sent the incorrect color again. We fully understand how frustrating and disappointing it was to experience the same issue twice. To resolve the matter, we arranged a third shipment on July 24 containing the correct black bag. According to the delivery record, the correct item was successfully delivered to you on August 4. In total, we sent three bags in order to correct the original mistake. We also did not require you to return either of the incorrectly shipped bags and allowed you to keep them at no additional cost. We are also sorry that one of our previous public responses did not accurately address your individual situation. That response should have been reviewed more carefully before being posted. However, we would respectfully clarify that our team did not ignore or abandon your case. We continued arranging replacements until the correct bag was delivered. For this reason, we are surprised that the updated review still presents the matter as though no solution was provided. We sincerely apologize again for the repeated warehouse errors and the inconvenience they caused, but we hope the complete timeline above helps clarify the actions taken to resolve your order. Kind regards, Gorchic Team

Hi there, We’re sorry for the confusion and frustration this has caused. We would like to clarify that our customer service team responds to customer inquiries within 24 hours. If you have not seen our reply, please check your spam or junk folder, as our emails may occasionally be filtered there. We have also sent you an SMS containing your order link. By opening that link, you can directly view the 【QC video】 and the 【latest tracking information】 for your order, including the shipment that has already been dispatched. Regarding the amount charged to your card, if the amount shown by your bank is higher than the order total, please send us a screenshot with all sensitive card information hidden. Any additional currency-conversion or international transaction fee is normally charged by the card issuer or bank rather than collected by our store, but we are happy to verify the transaction for you. Please check your email, spam folder, and SMS messages for the latest updates. Our team remains available and will continue assisting you with the order. Kind regards, Gorchic Team

Hi there, We’re sorry for the concern caused by the unsuccessful payment attempts. We checked the payment records associated with the attempts, and the decline reasons returned by the payment system were insufficient funds, incorrect card verification/password information, or the transaction being declined by the issuing bank. These declines are determined by the card issuer or your card payment system rather than by us, and an unsuccessful payment does not mean that an order was successfully charged. We recommend contacting your bank directly to confirm your card information, available balance, and whether international or online transactions are currently permitted on the card. We take payment security seriously and are happy to help verify the payment status if you continue to experience difficulty. Kind regards, Gorchic Team

Hi there, We’re sorry for the concern and frustration this situation has caused. We have tried to locate the transaction using the name shown on this review, but at present we are unable to find any matching order or successful payment record in our system. If your bank account was charged $147.99 despite the website showing “payment failed,” please contact our customer service team and provide a screenshot of the completed charge. For your security, please hide your full card number and any other sensitive banking information. Once we receive the payment screenshot, we will submit the transaction details to our payment provider and banking partner for investigation to determine where the funds were processed and why no order was created. We take payment discrepancies seriously and will review the case based on the actual transaction records. Kind regards, Gorchic Team

Hi there, Thank you so much for updating your review and giving us the opportunity to make things right. We’re very glad that the replacement bag and new strap have now been arranged, and even happier to hear that the bag from your other order arrived and that you find it gorgeous! We also truly appreciate your recommendation of our Top Quality collection. At the same time, we completely understand the 4-star rating and apologize again for the longer-than-expected response time. We’re continuing to improve our customer service process so issues can be handled more quickly and smoothly. Thank you again for your patience, understanding, and continued support. Kind regards, Gorchic Team

Hi there, We’re very sorry for the frustration and confusion caused by the previous communication. We have repeatedly reconfirmed this refund with our payment provider and banking partner, and the refund has been successfully processed. We have also sent the ARN (Acquirer Reference Number) to you by email. This number allows your card-issuing bank to trace the refund directly within the banking network. Please check your inbox as well as your spam or junk folder for our latest email containing the ARN. Since it is currently the weekend, we kindly ask that you contact your bank on Monday and provide them with the ARN. Please specifically ask the bank to trace the refund using the ARN, rather than only checking whether there is a pending refund on the account. We understand why the extended wait has been upsetting, and we apologize that our earlier replies did not provide you with this specific tracking information sooner. However, we would like to clarify that the refund has been completed on our side and we have provided the banking reference needed to locate the funds. Kind regards, Gorchic Team