Customer Service is unreachable
I placed an order on Sunday, May 17th, to take advantage of the Memorial Day sale. As I have an upcoming trip, I paid for 2nd-day air express shipping for an extra $15. Per Coolibar's shipping policy, my order should have shipped out the next business day (Monday) and should be arriving today (Wednesday). However, the tracking number they sent me is not a valid UPS tracking number and returns an error message every time I try to enter it. I reached out to Coolibar about this Monday, and was told my wait time was "greater than 15 minutes". It is now Wedneday, we are approaching the 72 hour mark, I have reached out 4-5 more times via chat and email, and nobody has gotten back to me. Because of their error and refusal to communicate, I have no idea if my package is even on the way. At this point, I will have to do a delivery hold with UPS due to your logistical errors. So I reached out again requesting that the $15 expedited shipping be refunded since you did not deliver that service, and a delivery hold with UPS costs $10, you should refund me the shipping cost to now cover the cost of the hold that you caused me to have to schedule. I still received no reply. So now I am resorting to leaving this review because maybe when there is a public record of how poorly you have handled this case, it will suddenly become important for you to address this. As I stated in my many messages to you, if I do not receive a refund of the $15 and a reply from your team today, I will be filing a partial chargeback with my bank to cover the cost, and I will be looking into filing a complaint as well. ***UPDATE*** My clothing was just delivered...via FedEx. So you did send me incorrect shipping information, because the link you sent me was for UPS. I did not search UPS.com and then type in the tracking number; all I did was click the link in your email. So this was 100% NOT user error. As further evidence of this, the selected shipping method on your website clearly stated UPS. My one-star review remains because this entire debacle was completely unexcusable. You sent me incorrect tracking information and then ignored repeated requests for clarification over a period of 3 days.