CUSTOMER2026-04-18 15:33:40· email/email
You guys charged me for shipping and it was expensive. The order is now late by two days. For the price that I paid for shipping, I would've expected it to arrive on time please refund me for the shipping immediately thank you.
AGENT2026-04-18 16:42:05· email/helpdesk
Dear Alicia,
Thank you for your recent purchase!
I completely understand how disappointing it is for your order to arrive later than expected, especially after paying for express shipping.
I’ve looked into this for you, and I can confirm that your order was dispatched from our warehouse on time. Unfortunately, delays that occur during transit or due to customs clearance are outside of our control.
As such, we’re unable to refund the shipping fee in this case. That said, we truly appreciate your patience and understanding.
If you have any other questions about your order, feel free to reach out. We’ll be happy to assist. For follow-ups, kindly include all of your questions in one email so we can handle them efficiently.
Kindest,
Trish
CUSTOMER2026-04-18 16:49:10· email/email
It doesn't matter if it left your warehouse in time. The shipping that I paid was an expense that should have been expedited and it didn't come as promised. You choose your shipping partners, not me. You need to do right by your customers if you are you g to charge large shipping fees.
AGENT2026-04-18 17:27:27· email/helpdesk
Dear Alicia,
Thank you for your follow-up! I completely understand your point and why this feels frustrating, especially after paying for express shipping.
We do use express shipping service for all US orders to ensure the fastest available delivery option. Your order was dispatched on time from our warehouse; however, delays that occur during transit or due to customs clearance are unfortunately outside of our control.
Because of this, we’re unable to offer a refund for the shipping fee in this case.
We truly appreciate your feedback and understand your expectations, and we’ll certainly take this into account.
If you have any other questions about your order, feel free to reach out. We’ll be happy to assist. For follow-ups, kindly include all of your questions in one email so we can handle them efficiently.
Kindest,
Trish
CUSTOMER2026-04-18 20:17:49· email/email
That's unfortunate and this isn't feedback. It's a request. Your answer is ridiculous. Please don't placate me, I'm not stupid.
I'll make sure and leave reviews everywhere I am able so that customers know that you are charging expediting shipping and are unwilling to guarantee that it will arrive on time and unwilling to offer remedies to customers who clearly overpaid for this type of shipping.
Thank you for not helping, hopefully my reviews will at least reach a few people so that they can shop at a place where this won't happen.
AGENT2026-04-20 13:46:54· email/helpdesk
Dear Alicia,
Thank you for your message. I hear how frustrated you are, and I’m really sorry this experience has felt so disappointing.
While your order was dispatched on time using the express service selected, delays that occur once the parcel is with the courier (such as transit or clearance delays) are unfortunately outside of our direct control.
That said, I don’t want this to come across as dismissive of your experience. Your feedback is valid, and I’ll be sure it’s shared internally as we continuously review our shipping partners and processes.
In terms of resolution, we do need to remain in line with our current policy regarding shipping fees, so we’re unable to offer a refund for the shipping cost in this case. I understand this isn’t the outcome you were hoping for, and I’m truly sorry for that.
We do genuinely value your support and would like the opportunity to provide you with a better experience in the future.
If you have any other questions about your order, feel free to reach out. We’ll be happy to assist. For follow-ups, kindly include all of your questions in one email so we can handle them efficiently.
Kindest,
Anna xx
CUSTOMER2026-04-20 15:52:11· email/email
There was no reason to answer this again. If you charge that much for shipping, you should stand behind it. Im a business owner and I'm quite familiar with knowing how to provide good customer service and also standing behind the vendors that I choose for my clients, even when I feel it's not my fault when there is a mistake or a delay
Again, I'm going to work on warning people this week that this isn't your policy. We still don't have the bathing suit. This should be alarming to you and as a business owner, is NOT the time to dig your heels in. If it's worth the $20 bucks to you to see the review and social media comments, then that's up to you. Again, as a business owner, I would have made it right immediately.
Please stop emailing me, I'm literally wasting my time even writing back.
AGENT2026-04-20 18:16:53· email/helpdeskINTERNAL
CX is unhappy about the SF
Threatened reviews
Requested no further contact
Ticket closed instead