Missing Item in Package Dealt With Satisfactorily
Ordered a couple of times, and had good experiences. During the holiday rush, I made a third order, which unfortunately was missing an item in my order and on the invoice. I attempted to make contact via Chat on the homepage, and had to deal with the robot gate keeper, which did help me get everything I needed together, but then it told me to just go ahead and submit everything via email to support. So, I rolled my eyes and sent an email. No reply came in for a week. So, then I tried calling the 1-800 number multiple times all day; it would just ring and go to a generic voice mail. Feeling anxious and kind of annoyed, I reached out to chat again, and eventually got through to a human, but even the human seemed like a chat bot, and eventually I got kicked out of the conversation before being able to complete the situation. After some more circular discourse with the robot, I was eventually given another human, but this chat agent introduced herself as Sandra and looked into my situation. She said that my case was already being processed for a replacement from my email, and that if I had waited one more day, there would be a notification of a shipment being made. [If there was any kind of reply to my email to let me know, I wouldn't have felt so anxious.] Sandra then offered me store credit, but I am wary of store credit situations, and just wanted a replacement item. She understood and said that that wouldn't be a problem except the item I ordered was out of stock. So she had me give a her a list of what I'd like in exchange and also give a summary of what I look for in a product in case my choices were also sold out by the time my case made it to warehouse. Sure enough a couple days later, I received notification that a shipment was sent, and the top thing I chose was sent as the replacement. I'm giving this review 5 stars, because 1) I was satisfied in the replacement -- I got what I paid for, and 2) Sandra's down to earth attitude and no-nonsense approach to my case was a big relief to the growing anxiety I was feeling. While satisfied, I do feel a little nervous about making future orders.