Unresponsive Customer Service, Delays
The store gets 5 stars. I love their products and I'm always happy with the service I receive in store.
However, when I ordered an item with express/next day shipping, the company sat on my order for a day. I followed the next morning to say, "hi, would you please update me on my shipment?"
No response.
I wrote again the next day and asked for an update. I received a response some time later that said, "oh yeah, we've sent it out," which wasn't true. They'd created a UPS label, which indicated that the item would arrive 5 days after the order was placed.
I asked if they would please do me the courtesy of refunding the item, as it was purchased for a vacation. They told me that they couldn't do that because it was already sent out (untrue, only the label was created).
Their response? "But you can send it back to us after it arrives." Well, the problem isn't the I don't want it. The problem is that I don't want it 5 days late, after I've left town for vacation.
I followed up to show them that the item hadn't been sent out for delivery, sending a screen capture from the UPS tracking site. I reiterated the I would like this item canceled and refunded, as it would arrive too late, and it's not too late to cancel.
No response.
Why should I pay an additional $25 for overnight shipping on an item that's $88, just to have it arrive so late?
If Marine Layer is too small to handle logistics for overnight shipping, they shouldn't offer it on their website!