Prompt but Poor Customer Service
I placed an order and quickly got a confirmation email, and shortly after that a tracking number. Unfortunately after a week, the shipping status hadn't moved out of Accepted. I contacted support and they said: "Lately USPS has been a mess due to their inability to accurately provide tracking updates to their customers. We have seen numerous packages lately that have been packed and shipped by the warehouse, only to get stuck in pending. What will happen is the item will be delivered with a final delivery scan and no scans in between. I spoke with the warehouse manager, and can guarantee your package is on its way, however if by Monday you do not see any further updates or deliveries please let me know and I will make sure you are taken care of." Okay, seems reasonable, and the response was fast. But on Monday, after writing again, I received this: "I am so sorry to hear your package still hasn't arrived! USPS usually considers a package lost after 15 days past the original ship date, which looks like it would be Thursday - if the package doesn't arrive by then and tracking still hasn't updated, let me know and we can process a refund for you. We've got your back =)" So we went from: on time, to a little late but probably just not scanned, to lost. Also odd, was asking me to contact them on Monday, just to be told to wait and contact them on Thursday. Why? Okay, these things happen, and the business can't control the shipping. Though if this is happening frequently, maybe don't use that shipper, or warn the buyer, or something. However "I will make sure you are taken care of" and "We've got your back =)" to me doesn't mean that we will hold your money, offer no help, and finally simply return your money, you're SOL bud. Puffitup could have sent out the order again (either with their first response, or on Monday with their second), with a return label in case two ever do show up. They could have said, here's a coupon code for free upgraded shipping, please reorder after you get your refund. I'm not looking for a bunch of free stuff, just decent and fair treatment. I saw a great price on items I wanted, so I placed my trust in a business, however when things went wrong, that business showed very little regard to make things right. Now, not having the product for nearly three weeks, I have to start the process over again with a different business. I'm certain that most of the time their sales go well and customers are happy, but what shows a business's real value is how they react when things don't go well.