Business ProfileforMatcha Kari

I ordered from them one night without realizing I wouldn’t be home indefinitely when the order gets delivered. Knowing this is supposedly very high quality matcha that cost $$$ & how the quality may diminish upon leaving it out under the sun on days on end, I did not want to take any chances. Just minutes after it was placed I immediately e-mailed support to cancel my order. Unfortunately by the time support got back to me the next morning I was told they couldn’t cancel my order. While I understand processing makes it hard to pull back an order, it is 2023 & 1.) they do not have a clear cancellation policy stated on their website. 2.) majority of e-commerce businesses nowadays have an automated, more streamlined way of canceling orders without the need for support & with a website using “matcha” as their domain you would think they should be caught up 3.) I paid extra to have my order protected in case it got lost, damaged, etc… so I responded to support seeing if there’s anything they could do to help me navigate as I really needed this canceled, but 24+ hours passed with no response (2/8 10:48-2/10 3:08 EST). Time is of the essence so I decided to file a dispute to cancel this transaction. What gets me is how support handled this issue in the end. They, out of nowhere, reached out to me a month later shaming me for filing a dispute. As a customer this was my last resort because only after I filed my dispute did they offer that they would be willing to reship my order once I was ready to receive it. It is outrageous when they reached out unprofessionally stating in a passive aggressive manner that I was being unethical. They also invalidated my concerns. After my e-mail back to them (about 3-4 days ago) they never responded back. I decided to cut my losses and end this entire ordeal so I also withdrew my dispute. Mind you I never had the products I ordered on hand. + I was always professional and polite. It was very uncalled for and such a horrendous, stressful experience.