Sebastian V.’s Reviews of Extreme Restraints & more

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Extreme Restraints

Adult Products

“Wrong address ugh”

9/6/16

I noticed I had the wrong address on file immediately after ordering- and updated it as well as sent an email notifying them of the error. Not only did they ship the item to the wrong address despite having been alerted of the error but the person handling the issue didn't seem to really care. If I eventually receive my order ($100+) I highly doubt I'll be purchasing from them again. As stated in another reply they can reroute a ups delivery but that doesn't seem to matter to the person handling my issue. Thanks:>

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Customer-Service M. Over a year old

Hello Sebastian,

I was able to find your account and your order. I do see that you had placed your order on the morning of 9/3 and had emailed us right after (8:30am) regarding the error on the address that was provided at the time of checkout. Unfortunately, since our Customer Service Team answers emails in the order in which they are received, they did not see your email until an hour later (9:30am). By that time, your order had already been processed and loaded on the truck for shipping. If you would have called us instead of emailing us, we might have been able to catch your order and make the change, especially since you had noticed the error immediately after placing the order.

I was unable to find a response by our Customer Service that stated we could reroute. Your order shipped via UPS Surepost which uses the method of UPS picking up the package from us and delivering it to your local post office. The US Postal Service will then make the final delivery. Whenever the US Postal Service is involved with a shipment, rerouting a package is not possible, USPS will not allow it, even if it is still in the hands of UPS.

I can make a one-time exception to our policies and allow a reshipment to the correct address. Please contact our Customer Service Department and they will reship it for you. I will put a note on your account with the approval so they will see it when you call or email them.

***For all other customers – Incorrect Addresses***

As mentioned in other review responses, please be advised that if an incorrect address is provided at the time of checkout, and if you want it corrected, YOU MUST call us as soon as possible to make this correction. Sending an email is not recommended as our Customer Service receives hundreds of emails a day and they may not see your email before your order ships. If your order is placed on the weekend or after normal business hours, then call us on the next business day as soon as our phone lines open. Our phone lines turn on at 7:30 am PT Mon-Thur and 8:00 am on Fri. Help us by communicating with us as soon as possible so we can help you.