Reply from Subliminal ClubJan 6, 2024
Thank you for taking the time to share your feedback with us. We're always eager to improve and value your input greatly. I'd like to clarify a couple of points to help us assist you better:
Order Number Requirement: On our ticket submission page, we mention the necessity of including your order number. This is a crucial step for privacy protection, as it enables our agents to securely identify and locate your order. In our highly private market, this policy ensures customer confidentiality, allowing support agents to access orders solely via the order number.
Response Time and Policy Adherence: At the moment, your ticket is just under four days old, which aligns with our response policy of 3-5 business days, not counting weekends. Additionally, the issue raised in your ticket pertains to a policy matter related to our custom subliminal service, leading to an automatic hold on your order. Our system prioritizes valid orders first, with those on hold processed subsequently. This process is detailed in our store policies and customer support forum. However, rest assured, your order and support ticket are still within our standard response timeframe.
We understand how important prompt and effective service is to you, and we're here to provide that. However, it appears there might have been a slight oversight regarding our policies, which are designed to ensure swift and secure service. We're currently addressing your ticket and encourage you to review our store policies for more clarity, as mentioned in the ticket response.
We genuinely appreciate your patience and understanding in this matter. Please feel free to reach out for any further assistance.