I am extremely disappointed with how my…
I am extremely disappointed with how my recent order was handled. I placed an order for 60 blank koozies: 40 Strawberry Ice, 10 Black, and 10 Blue. When my package arrived, I only received 30 koozies—10 Black, 10 Blue, and only 10 Strawberry Ice. I was missing 30 Strawberry Ice koozies. As soon as I received the shipment, I immediately contacted customer service to report the shortage. The representative I spoke with assured me that he would notify his manager and that I would receive a tracking number for the missing items by the end of the day. Unfortunately, that never happened. I received no tracking number, no phone call, and no follow-up. The next day, I called again and was told that the information I had been given the previous day was incorrect. Instead of shipping the missing items, they told me they would have to create a ticket and that I would have to wait for the issue to be reviewed. What should have been a simple resolution—shipping the 30 missing koozies—turned into days of delays and runaround. Unfortunately, these koozies were for a customer’s order that had to be completed, and because of the delay, I was unable to fulfill my customer’s order on time. Now my customer is understandably upset and has lost valuable time to have the order completed elsewhere. To make matters worse, the only solution the company offered was a refund that could take 7–10 business days to process. There was no attempt to expedite the missing items, offer store credit, or provide any compensation for the inconvenience and impact this had on my business. I have ordered from this company multiple times, and this is the first issue I’ve experienced. While mistakes can happen, it’s the way this situation was handled that was most disappointing. I expected much better customer service, communication, and urgency in resolving an error that was clearly on the company’s end.