**1 STAR
**1 STAR — Stolen Delivery and LOFREE Has Shown Absolutely Zero Urgency** This has been one of the worst customer-service experiences I've had with a company selling premium products. My LOFREE Hyzen was supposedly "delivered," except I never received it. Even worse, the delivery driver appears to have used an OLD PHOTO FROM A PREVIOUS DELIVERY as the proof of delivery for this shipment. I reported this to LOFREE on Thursday. It is now Sunday. What has LOFREE actually done to resolve the fact that their customer's expensive product is missing? Nothing meaningful. No replacement. No refund. No concrete investigation update. No emergency escalation. No person taking ownership of the situation. Not even a customer-service PHONE NUMBER I can call and speak to a human being. Just days passing while I'm the one chasing everyone for answers. That is completely unacceptable for a company selling expensive "premium" products internationally. What makes this even worse is that LOFREE'S OWN PUBLISHED POLICY says customers whose tracking shows "Delivered" but who didn't receive their package should contact LOFREE so LOFREE can investigate the issue with the courier. Well, I contacted you. Where is the urgency? A customer should not have to spend days sending emails, contacting the carrier, posting publicly, collecting evidence and trying to find someone inside a company who actually cares enough to resolve a missing/stolen shipment. Your logistics partner is part of YOUR customer experience. You took the customer's money. You selected the fulfillment chain. When something goes catastrophically wrong, the answer cannot be to leave the customer sitting there indefinitely while everyone passes responsibility around. I was genuinely excited about the Hyzen and LOFREE as a brand. This experience has completely destroyed my confidence in this company. If you're considering buying an expensive product directly from LOFREE, understand what the support experience may look like when something goes wrong. I will gladly update this review if LOFREE resolves this properly. Until then: **1 star, and I cannot recommend trusting LOFREE with an expensive purchase.**