Reply from DankStopAug 3, 2023
Thank you for sharing your feedback and taking the time to update your review. We value your input, and I'm sorry to hear that your experience with us was less than satisfactory.
I'd like to shed some light on the situation, even though it has been several months since your experience. We appreciate your understanding as we provide a more comprehensive explanation.
When you initially reached out to us using your own email, the order had been placed under your husband's account. This caused some confusion on our end when you contacted us on August 19th, prompting us to request further information to address the issue you were facing. Our response was sent the same day.
It seems you did not notice our response at the time, so I understand that it might have been frustrating for you, and I apologize if you felt your concern was overlooked. We genuinely strive to provide timely responses and assistance to all our customers.
After reviewing the communication history, we see that you left this review about 10 days after our initial response, and the following day, you opened a new ticket. We promptly responded again, requesting the order number and doing our best to assist you.
As per your request to return the order, we made an exception even though it had already been delivered for over 7 days, which exceeded our return policy at that time. We provided a pre-paid return label and processed your refund once the package was received and verified to be unused. Refunds take 3-10 business days to reflect on your account, therefore we could not provide further assistance beyond waiting after we issued the refund from our end.
Regarding our phone support, I apologize for any inconvenience you experienced. We do receive a high volume of calls, including telemarketing and sales calls, which sometimes disrupts our ability to efficiently handle customer inquiries. We highly recommend reaching out to our inbox via email or using the contact form on our website for faster and more reliable assistance.
Upon review, you opened a total of three support tickets, it took five emails to resolve your issue and two additional emails to follow up on the return and refund. While we appreciate your feedback, our team felt that your review might have been a little inaccurate given that you left it unaware that we had responded to your initial email 10 days prior. Additionally, when you reached out again, we still responded within a few hours and did our best to provide you with a resolution that fits your preferences.
Please know that we do not intend to downplay or invalidate your feelings at the time, and we truly empathize with any frustration you experienced. Our aim is always to improve and provide the best possible service to all our valued customers.
We genuinely appreciate your update to provide a more balanced perspective on your experience, and we hope you'll consider giving us another chance in the future.
If you have any further questions or concerns, please feel free to reach out to us at any time.
