I have been a customer of the pyramid collection for years, my mother started me on them, and I've always backed their quality. (I still do, but the way everything ended up, unless I am desperate I refuse to order from them.)
Recently I placed an order for a red and black reversible cloak, on Sept. 12, 2017. After placing the order I was emailed and informed the item was on back order, which on their site it, was not listed as such. I called customer service about 7 days later to see possibly how long back order could take, and they assured me it should be in by October 13, 2017 which would have been perfect. At this time nobody mentioned any issues processing my order as the money had been withdrawn I assumed everything was on track.
I waited until the week before October 13, 2017 to call and check my order status, at that point it was still on back order and would hopefully be delivered on time, and if not I would officially have it by my Halloween party on the 28th. The Wednesday before Friday, October 13th, I called again, and come to find out my order was not processed, mind you 2-3 other calls did not reveal this, which I understood and took as my mistake due to trying to send it to my work rather than my official billing. So I asked to fix the order and place it, ONLY if I would have it before Halloween. The customer service rep ablidged by telling me she was approved to put me in for next day shipping so I would absolutely have the cloak by Halloween free of charge, which I should have questioned since I was still charged $15 on top of the original price of $120, but alas, I assumed they could not be that shifty and lackluster. Fast forward two days later, I am told it should be delivered by 8pm that evening by FedEx. Well I got a text confirmation it was delivered, and there was no package. I looked in the bushes, I asked the neighbors, I then had to call AGAIN to tall to customer service, the day of me needing my item. I was then told that's odd but it shows that it is in route to my house and I should have it by 3pm and to call if not. I was busy so I didn't get to follow up call for the non delivery later until about 6pm, then I was informed it was not ordered as next day delivery, but standard 7 to 10 business days and it was showing up as arriving the following week on Saturday. (After Halloween and after the party) which I had specifically told the representative who placed the order if it was not here by the 28th, I DID NOT WANT IT. So this honest representative and about the 5th one I spoke to gave me the truth, and I had asked to be transferred to a manager, surprise, surprise it took 20 mins to reach their voicemail, and surprise again, no returned phone call. So I placed the package in the mail TODAY November 8, 2017 on their dime, and I expect a full refund. I will be calling back daily to see when it arrives since of course I was told they would get me a tracking number for a refused package, and that is also incorrect. Revised 11/27/17 I was given a refund of $120, no tax, and no shipping fee was reimbursed to my account, ANNNND no call back from this mystery manager!
Do NOT buy from this company, even in advanced, unless you have time to micromanage the entire process, or you are desperate for good quality. For the prices you should be given a bit more respect and assurance or at least some true information. I am very disappointed especially for what I was handed even with all of my patience.