Absolutely terrible experience. They conveniently fail to mention that return shipments go to Germany, which creates a massive hassle and unexpected expense. Customer service was also incredibly slow - far from the "2 business days" they claim. I tried supporting a small business instead of ordering through Amazon, and I completely regret it. At least with Amazon there’s transparency, faster support, and a straightforward return process. This entire experience felt frustrating, misleading, and like a waste of time.
Absolutely horrible experience trying to return a product with them - they keep asking me for freaking pictures of the product that is still inside the box! So basically they are insisting I sent picture of the box to prove the product is unused. Please, tell me what a picture of the CLOSED box will change and prove anything? Horrible customer support still trying to return my product.
It’s all good if the package is being delivered from the US. If this Chinese company ships from China, they use a crappy company like GOFU for the final delivery and they lost my package. Upon chatting with GOFU, they told me the package is considered lost. They also updated the status to Robbed which likely means it got stolen. Otehome’s customer service is horrible. They are not willing to issue a refund as they had promised a few days saying and keep saying we need to wait even though the carrier has completed their investigation. Meanwhile, GOFU has admitted it is lost and also that the sender should now file a lost item within 30 days which they have likely done already but still unwilling to return my money. I will be doing a charge back with my Paypal but be very careful with this horrible company. I have snapshots of some very shady answers by their customer service instead of honoring a refund for an order that was placed on July 21st. Per Gofu, it had been out for delivery since July 31st and they told me it was considered lost. Meanwhile OTEHOMe keeps lying and saying they are still investigating even though GOFU updated the tracking yesterday as "Robbed" which likely means stolen.
Super happy with the customer service of Ote home. They respond immediately to emails and the delivery is also fast. The most important thing is that the mug is so beautiful and also very handy!!
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