Poor Fulfillment and a Misleading Review Process
I placed an order with what should have been enough lead time based on the company’s published shipping window. Because I had a firm deadline, I emailed shortly after ordering to confirm that the item would arrive in time. Several days later, the company finally responded and told me it was unlikely that my order would even ship within its stated timeframe. I explained again that I had a hard deadline and needed to know whether there were any options for getting it on time. Instead of trying to work with me, offering expedited shipping, or suggesting an alternative, they simply canceled and refunded the order. By then, several valuable days had passed, leaving me scrambling to find a replacement with a much shorter lead time. That experience was frustrating enough. What made it worse was receiving a review request about six weeks later. The email asked me to select a star rating. When I clicked one star, it did not take me anywhere to leave a review. I discovered that I had to click the five-star rating in the email to access the company’s review page—and only then could I change the rating and submit the one-star review I actually intended to leave. Customers should be able to review a company honestly regardless of the rating they choose. A review process that appears to provide access only after clicking five stars is misleading and seriously undermines my trust in the company and the reviews it promotes.