Re: PROBLEM #2306698NA

This thread was longer than the field limit and was shortened on import.

1. CUSTOMER2026-06-12 11:02:04· email/email
   Hello TRIANGL Team, I am contacting you regarding the order #2306698NA I placed in April that I never received. According to the tracking information, the parcel was returned to the sender on April 23rd. However, I have not received the order, nor have I received any update regarding the returned shipment. Could you please confirm whether the parcel was received back at your warehouse and advise on the next steps? If possible, I would prefer for the order to be reshipped to me. However, if that is not possible, I would appreciate a full refund for the order. Thank you for your assistance. I look forward to hearing from you soon.
2. AGENT2026-06-12 15:26:11· email/helpdesk
   Dear Ofelia, Thank you for reaching out, and I’m very sorry for the frustration caused by the lack of updates regarding your order. I completely understand your concern, especially given that the tracking shows the parcel was returned in April and you have not received any communication regarding the return since then. We've contacted the courier to investigate the status of the returned shipment. Once I have confirmation as to whether the parcel has been received back into our facility, I will be able to advise on the available options, including reshipment or a refund. Just a quick heads-up: our DHL point of contact doesn’t operate on weekends, so we expect to hear back on Monday/Tuesday. As soon as we have an update, we’ll let you know. Thank you for your patience while I look into this for you. I will be back in touch as soon as I have an update. Kindest, Trish
3. AGENT2026-06-12 15:26:15· email/helpdeskINTERNAL
   If no update by June 16, pls FF up and make sure to check in with the CX too. Thanks! x #2306698NA | DHL 4822042816 RTS but no return AWB posted yet Query sent to GE/ DHL Request link: --> https://globale-b2b.zendesk.com/hc/en-us/requests/5787787 Snapshot: https://prnt.sc/wgXOof0nykUH NOTE: Once confirmed RTS with return AWB, pls offer reprocessing Thanks! x
4. CUSTOMER2026-06-12 15:34:44· email/email
   Thank you for your reply. However, I believe the main issue here is being overlooked. The fact is that I have never received the parcel. Whether it has been returned to your facility or is still with the courier is an internal matter between your company and DHL. As a customer, my concern is simply that I paid for an order that I have not received. The tracking shows that the parcel was returned several months ago, and since then I have not received any communication or solution regarding this matter. I would therefore appreciate it if a refund or replacement could be arranged as soon as possible, without further delays. Thank you for your understanding, and I look forward to your prompt resolution of this issue.
5. AGENT2026-06-12 18:06:20· email/helpdeskINTERNAL
   Customer Services (Global-e Merchant Support) Jun 12, 2026, 19:58 GMT+3 Hi team. Please be informed that the shipment was returned under new AWB 9579460741, which has been delivered back on the 27th Apr. Thanks https://mydhl.express.dhl/gb/en/tracking.html#/results?id=9579460741 Best Regards Tron
6. AGENT2026-06-12 18:09:11· email/helpdesk
   Dear Ofelia, Thank you for your patience while we investigated this matter. I completely understand your frustration, especially given that you never received your order and have been waiting a long time for an update. I sincerely apologize for the delay and inconvenience this has caused. We have now received confirmation from DHL that the parcel was held by Spanish Customs pending additional clearance information. DHL advised that customs required further details and instructions to complete the clearance process, such as information regarding the contents, payment terms, personal details, written authorization for clearance, and delivery details. According to DHL, attempts were made to contact the recipient by phone and email; however, the required information was not received, and the shipment was subsequently returned to the sender. We have also confirmed that the returned parcel was successfully delivered back to us. As the shipment has been returned, we can now move forward with a resolution. We would love the opportunity to resend your order to you at no additional cost. Unfortunately, the ETTA Bikini Bottom in S / Standard / Cheeky is currently out of stock with no confirmed replenishment date yet. We do have it available in the Cheekiest bottom coverage, if you'd like to switch. Alternatively, if you need your bikinis urgently, you can select 3 choices for replacement style sets within the same price range from our website. We will check the availability and then get back to you so you can make the final choice for a replacement. Please also confirm whether you would like the order shipped to the same address or provide an alternative delivery address using the format below: RECIPIENT'S NAME: COMPANY/BUSINESS NAME (if applicable): STREET line 1 (House/Street # or name, Bldg, etc): STREET line 2 (Apt/Unit #, or Floor, etc / if applicable): CITY: STATE: COUNTRY: ZIP: PHONE: If you decide not to have the order reprocessed, please note that returned parcels received and processed by our warehouse are subject to a USD 20 administration fee, while the original shipping fee remains non-refundable. We truly appreciate your patience and understanding throughout this process, and we’ll do our best to make the redelivery experience much smoother for you. Kindest, Trish
7. CUSTOMER2026-06-12 18:26:14· email/email
   Dear Trish, Thank you for your email and for investigating this matter. I would like to proceed with the replacement order. I accept the change and have attached a photo with the three bikini options I would like, along with the corresponding sizes. Please let me know which of them are available, and I will be happy to confirm the final selection. Thank you for your assistance, and I look forward to hearing from you.
8. AGENT2026-06-12 21:49:56· email/helpdesk
   Hi Ofelia, Thank you for getting back to us about your order! All 3 of your choices are currently in stock. Which one would you like to go with? Please let us know. We await your reply! Kindest, Katrina x
9. CUSTOMER2026-06-12 22:00:05· email/email
   Hi Katrina, Thank you for your reply. I would like to receive all three bikinis. I paid for two bikinis, and you kindly offered the third one as a gesture for the delay and inconvenience caused. Therefore, my understanding is that the replacement order will include all three bikinis shown in the attached photo. Could you please confirm this before shipping? Thank you very much for your help. I look forward to hearing from you.
10. AGENT2026-06-13 04:03:06· email/helpdesk
    Dear Ofelia, Thank you for your message and for taking the time to review the options, and I’m really sorry for the confusion this has caused. I’d like to kindly clarify the situation to make sure everything is clear. As an alternative option to the out-of stock MICA - ETTA Bikini Set in your original order, we would like you to choose three possible replacement style sets on our website and from those three options we will check the stock availability so you can make the final choice of replacing the unavailable set. To clarify further, the offer is to reprocess your order at no additional cost but it does not include one additional set beyond the 2 sets in the original order. We truly appreciate your patience throughout this process. Please let us know which one of the three options you would like us to replace the MICA - ETTA Bikini Set with, we will check the stock availability then we’ll be happy to proccess it right away. Thank you again, and we’re here if you have any questions at all. If you have any other questions or concerns about your order, please reach out to us anytime and we’ll be happy to assist. For follow-ups, we kindly ask that you include all of your questions in one email so we can address them efficiently. Kindest, Katrina x
11. CUSTOMER2026-06-13 06:42:37· email/email
    Dear Katrina, Thank you for your reply. I have to be honest and say that I am extremely disappointed with this outcome. From my perspective, I have been waiting for my order for over two and a half months, I never received the parcel, I was not informed that it had been returned, and now I am being told that one of the bikinis I originally purchased is out of stock. Given the significant delay, the lack of communication, and the inconvenience caused throughout this process, I am very surprised that no form of compensation is being offered. As a customer, this does not feel like an acceptable resolution. I have been patient and understanding during these past months, but at this point I feel very frustrated and let down by the way this situation has been handled. Unfortunately, the experience has left me with a very negative impression of the brand. I would appreciate it if you could reconsider your position and offer a fair solution that reflects the inconvenience and disappointment caused by this situation. I look forward to hearing from you. El El sáb, 13 jun 2026 a las 6:03, Orders escribió:
12. AGENT2026-06-13 07:56:27· email/helpdesk
    Hi Ofelia, Thank you for sharing your concerns with us. We completely understand your frustration and are sorry to hear about the disappointment this experience has caused. We would like to clarify that the reason we offered to reprocess and reship your order at no additional cost to you. We offered to resend the available items from your returned order without requiring any additional payment from you for the replacement shipment. Unfortunately, one of the bikini styles included in your original order is no longer available, as it went out of stock during the time the parcel was in transit and being returned. We understand this is disappointing, and we sincerely apologize for the inconvenience. The reason why we asked you to choose 3 replacement styles is for us to have options when we check the stock availability. The style with the most stock will be added to the reprocessed order and not all three options. Our intention is always to provide a resolution by reprocessing the available items at no extra cost to you, despite the return of the original shipment. We appreciate the patience you have shown throughout this process and regret that the outcome has not met your expectations. Please let us know how you would like to proceed, and we will do our best to assist you. Kindest, Jesselle X
13. CUSTOMER2026-06-13 08:19:00· email/email
    Dear Jesselle, Thank you for your reply. I must say that it would be helpful to communicate with the same person throughout this process, as receiving different explanations from different representatives has only added to the confusion and frustration. Regarding the shipping costs, after waiting more than two and a half months for an order that I never received, and after having to contact you myself to investigate what happened, the very last thing I would expect is to be charged for a replacement shipment. Frankly, that would be completely unacceptable and, in my opinion, grounds for a formal consumer complaint. I also find it very disappointing that, after such a long delay and all the inconvenience caused, the customer service solution and compensation offered have been so limited. I do not wish to continue discussing this matter any further. Please simply send me the two bikinis that I originally paid for, in the models I have already confirmed, and proceed with the replacement order. Thank you. El El sáb, 13 jun 2026 a las 9:56, Orders escribió:
14. AGENT2026-06-13 12:48:56· email/helpdesk
    Dear Miguel, Thank you for your email!