Brooke M.

I ordered some clothing back in April that I was super excited to receive. Unfortunately, though, I never received it. I contacted support about the issue and after emailing about it a few weeks later because I still hadn't heard back, I was told to submit a stolen package report with USPS. I contacted USPS and after being on hold for hours, I was sent a link for the proper form to fill out for theft issues/stolen packages. I sent all of this information to customer support and after taking a long time yet again to reply, was told that they needed a different thing done with USPS than what I had completed. Fast forward to September, I have contacted support and USPS NUMEROUS times. USPS states that I filled out the only stolen package report that is available and that is used when reporting the issue to retailers. Electro Threads says they have had "100s of our customers complete this process without issue." Good to hear that 100s of customers are even having to deal with the issue of not receiving their packages from this company. Yikes. And when I asked if I could get faster responses through a form other than email, if someone in support could direct me to the "correct" USPS form then since apparently what USPS kept having me fill out that stated it was for stolen packages was not correct, etc., I received no real answer to my questions and instead just kept receiving the same "I'm sorry you're having troubles" but I can't help you, basically. So now I've spent $200 on the order with nothing to show for it, many hours wasted on emails and phone calls, etc. with no resolution to the issue at all. Absolutely ridiculous.

*Photo below shows how slowly they respond. Many times throughout this process, I'd have to check in again and ask for a reply as it'd be 10+ days since I had heard back.