Robin S.

I've ordered from this company in the past year before last (a pair of socks) and received my order without any issue. However, this particular has been a nightmare! I also ordered a product on April 17,2020 (it is now June 8,2020) and I have yet to receive not only the product but any legitimate answers as to its whereabouts. I've communicated with the company's representatives via e-mails, live chats and phone messages (never a live person) and have not received any definitive answers as to why I've NOT received my product, (other than the rehearsed response of delays due to COVID-19). I'm fully aware that due to the pandemic there have been some "reasonable" delays in delivery of some products from various companies, however, THIS IS RIDICULOUS! And to have to deal with the incompetency of a company who keeps sending e-mails to ask for reviews for a product that I HAVEN'T EVEN RECEIVED... is ludicrous! The whole "your product is still in transit," is comparable and consistent to the same colloquialism "the check is in the mail -- (yeah right...)" Customer service has been useless in resolving the problem! Again, I keep receiving these bogus e-mails with links that supposedly include tracking information. However, when accessing the link it launches another site where half of the information is in an incomprehensible language and the other half of it provides no other info/explanation of where your product "actually" is. And finally, to add insult to injury... when requesting to cancel the product -- I was informed that when the product was ordered you have approximately 60 minutes to cancel the order. Once it has been (allegedly) mailed/placed in transit you can no longer request a cancellation/refund for the product. This experience has been COMPLETELY CONTRADICTORY to your stated mission, "We believe it's our job to spread happiness, joy, and inspiration around the world... That mission is to make our customers happier more joyful people with products that are as affordable as they are fun to use." Sadly, although your products may attempt to fulfill this mission... you really need to FOCUS and "improve" on your customer service (particularly communication) AND the integrity of the "overall" shopping experience FIRST...