1stoplighting

When you reached out, we may have been dealing with a technical issue in our chat system, which could explain the delays and missed responses you ran into. Thanks for calling that out! It’s not something we see often, but we’ll absolutely look into it to make sure it’s addressed. As for shipping, December volume can sometimes cause orders to take a bit longer to process and ship, even when items are in stock. We understand the expectations set by our delivery messaging and are sorry your order didn’t move out as quickly as expected. We can confirm your order was canceled and fully refunded. We appreciate you taking the time to share your experience; feedback like this helps us spot issues and improve both our systems and communication going forward.

Thank you for taking the time to share what happened; I’m really sorry you had to go through all of that. I can imagine how frustrating it must have been to get disconnected multiple times and feel like you weren’t getting anywhere. Just to clear things up, our Customer Service and Returns teams operate mostly through chat and email, not by phone, and they're available Monday–Friday from 6am–3pm PST. It sounds like the phone system sent you in circles, and I’m sorry for the confusion and the time it cost you. If you still need help with your return or anything on your order, the best place to reach us is by submitting a ticket at www.orderhelpdesk.com. That goes straight to our team so we can take a look and follow up with you directly.

I completely understand where you’re coming from. We actually reached out for a bit more information so we could get a clearer picture of what happened and make sure we’re handling your situation properly. Our standard return policy is 30 days, but we know things don’t always go perfectly, and sometimes customers need flexibility. For that reason, we review any out-of-policy return request on a case-by-case basis. This allows us to look at the details, understand what went wrong, and determine the fairest and most helpful resolution. At the end of the day, our goal is always to take care of our customers first. We truly appreciate the feedback!

We’re really sorry to hear you had a frustrating experience, that’s never what we want for our customers. It looks like there was some confusion about a photo we needed to complete your replacement. Our team opened a case so it could be submitted, but there was a mix-up about whether it had already been sent, which caused an unexpected delay. We tried to call directly to help move things along, but unfortunately weren't able to reach you. We understand how inconvenient that must have been, and we truly appreciate your patience while we worked to get it sorted out. At this point, your replacement is processing and we're awaiting tracking. If there’s anything more we can do in the meantime, please reach out to us via chat or our 24/7 helpdesk at www.orderhelpdesk.com.

We’re very sorry for the delay and the frustration this has caused. A credit has been issued back to your original form of payment for the two canceled orders (A12151781 and A12151107). For future reference, our live agents are available via chat Monday through Friday from 6:00 AM to 3:00 PM PST, and our 24/7 Helpdesk is always available at www.orderhelpdesk.com if you need any additional assistance!

I’m really sorry for the frustration you had with the discount offer; that definitely sounds confusing and not the experience we want anyone to have. Some items on our site already have special or sale pricing, which can limit how much of an additional discount can be applied. That said, we always make sure you’re getting the best price available at the time. If you’d like help checking on your order or account, our live chat agents are available Monday through Friday from 6:00 AM to 3:00 PM PST, and our 24/7 Helpdesk is always open at www.orderhelpdesk.com .

We’re truly sorry to hear about your experience, and we completely understand how frustrating that must have been. What you’ve described definitely isn’t the experience we want anyone to have, and it sounds like a few things may have gone wrong along the way, which is something we take very seriously. Our goal has always been to take great care of our customers and make every situation right, no matter what it takes. I reached out for your order number, but I have not received a response. We’d really appreciate it if you could reach out to us directly with your order number so we can take a closer look, make sure everything is resolved properly for you, and identify where our processes or communication may have fallen short. We’re so sorry for the inconvenience and stress this has caused, and we truly appreciate you taking the time to share such detailed feedback. It helps us see where improvements are needed and gives us the opportunity to keep getting better.