Business ProfileforPrism Lens FX

I ordered the dream filter back in July and still havent received my package but they have kept my money. Ive been trying to get this resolved for sometime now but no one has been able to answer. I even had to call *** and stay on hold for hours to get the answer I dont know why they would tell you to call us. You would have to speak with them. I finally got ahold of someone through email. When I was describing that I was very upset with their customer service experience and that they would keep my money even after my package was returned to their warehouse for months and never contacting me, their customer service team told me to Calm down ***** and continued to finally tell me that I didnt have my apartment number and then tell me that I owed them money through Venmo if I wanted my package. They are incredibly unprofessional and rude.

***** contacted us via email on 11/8/2021 after 8pm looking for her order. We responded the very next morning letting her know that the package had been returned and that if she would like for us to reship, she would need to send the 2nd shipping cost. She then responded back with the following statement word for word: "I shouldn't have to pay a shipping fee. First of all paying you through Venmo is sketchy and second of all. It's not my fault and I've been waiting months for what I purchased. You should just send me what I PAID FOR! Your response honestly makes me feel like this is a scam or something with how u professional it is." Our reply back stated the following: "Calm down *****, we are a legitimate business. We received your order on June 16 and ship it on June 18. According to the tracking information from **** the address provided when the order was made was incorrect due to a missing apartment number. It is also showing that *** attempted to correct the issue, but was unsuccessful and they had no choice but to return the product. Your original shipping cost paid was "used" in our first attempt to get the package to you, those funds are not returned to us. So, if you would like to receive the package, we would be glad to reship as stated." We also provided in this response a screenshot from *** website showing the multiple attempts to get this package to the customer. We simply asked ***** to calm down because she was overreacting by accusing us of being a scam or insinuating that we took her money but didnt send her what she had paid for when in reality, ***** is the one who entered her address incorrectly or incomplete as we do not enter that information. Shipping labels are printed from the information entered by the customer. ***** has also been refunded in full for the product but not the shipping as again those funds are used when the carrier attempted delivery. We would gladly send screenshots of the *** tracking and our the email thread between us and ***** if there is somewhere to post it.