I rarely leave negative reviews
I rarely leave negative reviews, but I feel this experience deserves to be shared. I needed to return two items from separate orders. I was advised by FARM Rio’s AI customer support to contact customer services, cancel my existing return and arrange for both items to be returned together. After following that advice, I was repeatedly told this wasn’t possible because it was against company policy. The frustrating part wasn’t the policy itself – it was the fact that I kept receiving the same response rather than anyone addressing the incorrect information I’d been given or the additional return costs I was facing as a result. It took several emails and requests for escalation before someone finally took ownership of the issue. The reason I’m giving two stars instead of one is because Gabriel was the first person to actually listen, acknowledge that the AI guidance had been ambiguous, and offer a fair resolution by refunding one of the return fees. Thank you, Gabriel, for taking ownership and resolving the matter. FARM Rio has beautiful products, but the customer service experience needs improvement. AI support should provide accurate information, and when it doesn’t, customers shouldn’t have to spend days chasing a resolution.