We are truly sorry for the terrible delivery experience and all the hassle this has caused you.
We normally resolve order issues within 1–2 business days. Unfortunately, your order was already in transit when you requested cancellation, which made the return arrangement more complicated.
We have followed up with our office to handle this matter, and we are sincerely sorry for the poor follow-up and the great inconvenience this has brought you.
I’m truly sorry to hear the foam protection was badly ripped during transit, and I completely understand your frustration.
This is absolutely not the experience we want you to have. We totally agree with you: the foam should have been wrapped in plastic or covered with a tarp by the driver to avoid tearing. We will seriously follow up with the logistics team and the shipping driver to fix this issue for future orders.
Please accept our sincere apology for the inconvenience and disappointment caused.
We’re very sorry for the quality issues you’ve experienced with your unit. Your feedback on cleanliness, seals, plumbing caps, and the missing window screen is being taken seriously, and we’re already reviewing our processes to improve.
We sincerely apologize for the major loading issues with both shipments.
We’re very sorry our team failed to follow your clear loading instructions, leaving fork pockets inaccessible and making the units extremely difficult to unload. This is completely unacceptable and falls well short of our standards.
We’ve shared your feedback directly with our logistics and shipping teams to ensure this never happens again.
