I ordered 2 pairs of shoes on April 1. One order, same retailer. I have used this company before 2x with no issue. (In case it's a TOS issue to post the name, it's a smaller online retailer - no brick and mortar, and not someone like zappos or amazon). They are based in California.
Per the company's website, they ship within 24-48 hours of ordering and ship 3-5 business days. This is consistent with past experience. So April 3rd I get a shipment notification that only shows shipping info for one pair and no information on the second. When you click the shipping ref# you get directed to Amazon's shipping page -wtf? This order wasn't placed through Amazon, and it's not reflected in my Amazon account. The ref # also isnt a valid tracking number through ups, FedEx or usps.
So I attempt to contact the company through FB messenger because that's how they update you with order info. No response for a day or so, so I try sending an e-mail.
I just want to understand at this point what is going on with 2nd pair as my cc was charged for both pairs when the order was placed. (I mean if it's backordered or something, just LMK when it's expected back in stock. I'm ok waiting if you're responsive.) I get back a canned response through email assigning me a case # that says they will get back to me in 1-2 business days. Ok. So 2 business days go by and I email a follow up referencing both order and case #. I also try again with th messenger sending the case # as well.
Still nothing. Wait another 2 days and contact them again through email and messenger. Try to call their company during business hours and the message says to call another time or email /messenger them. I tried posting on their FB wall, but it had to go to "moderator" so another black hole.
Last night I found them on Instagram and sent a DM and commented on a pic about lack of customer service. Someone responded almost immediately to the comment saying customer service would contact me today during business hours. Still nothing.
At this point I've started commenting on their other IG posts about the complete lack of customer service. It's the only thing that seemed to elicit a response. I also called my c.f. company to dispute the charges because at this point I have not received anything -shoe, response on status, etc. and just want the money back for the 2nd pair. Not planning to order through these guys anymore because heaven forbid I would run into an issue and need to make a return or exchange.
Also, apologies for any wacky spelling/words - internet is out so typing this on my cell, tried to proof, but autocorrect sucks.