Putting the Customer back in Customer Service!
I don't usually leave reviews, but the customer service and ease of service surprised me, dare I say, SHOCKED me. I reluctantly purchased a new phone because the planned obsolescence of my prior phone was becoming ever increasingly incompatible with today's technological advances. I put a lot of time and thought into replacing the phone as well as all of the protective casings that went with it and finally bit the bullet. I placed an order with Velvet Caviar and requested shipment to my apartment. Delivery day came and when I checked the tracker it showed that the USPS declared I no longer lived at my apartment (I've been here for 5 years and only recently has the USPS apparently declared me dead or something). Frustrated, I went to the post office where I was told that I changed my address. I did not change my address. The prior tenant (YEARS AGO) changed their address and I had only vowels in common with their name- government efficiency at its finest! I left the post office certain that I was going to endure a maddening customer service call where I would be transferred several times and told I couldn't forward my order or that it would take weeks for a refund. Perhaps the post-COVID pessimism of what we have become as an unhelpful society that projected that onto Velvet Caviar but BOY- WAS I WRONG! I attempted to call them at first but MY phone disconnected service. The website and my confirmation email said I could contact them by email so I reached out and explained the situation, and requested either a refund or if they could forward the package to my office to ensure delivery. Not only did they answer the same day, they forwarded the package without hassle, without additional charges, without any fuss. It took me hardly any time to right what the USPS messed up. And on top of that- my package came to my office within 2 days- maybe less than that, honestly. I was truly shocked. This has been the ABSOLUTE best customer service I have had in over 5 years. So if you are wondering if you should purchase a product from Velvet Caviar, the answer is yes. The products themselves are high quality, feel wonderful in hand, and are adorable. And the real shining star is their customer service. 10/10 will order again.