ComplaintsforHorny Stoner

• Initial Complaint

  08/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  To whom it may concern, I am very upset with my experience with this company. I placed an order and did not receive a confirmation number or email and there was no way for me to check on the website for my order. I assumed I didn't actually complete the order because businesses normally include a receipt with a confirmation that the order has been placed. I decided to re-place the order. I did not receive an email again but I knew I placed it because I saw the charge on my card. I checked one of my older cards I use that is sometimes accidentally selected on my Shopify account and I saw the charge for the first order. I immediately contacted the company through email- the only contact they provide- asking if I could cancel one of my duplicate orders. I was told no because the orders begin processing immediately. I received an email with the order and tracking number at the exact moment it got delivered. I was confused because I had only received one package from them. When I opened it all 4 of my glass items where placed in a skinny box with minimal bubble wrap and then some packing peanuts. Upon taking them out I discovered that 2 were broken. I left the bubble wrap on them because shards of glass were falling out and cutting my hands. I contacted them within the week and provided pictures and explained what happened and how I would like to move forward. I was told that I contacted them after the 48hrs mark so they could offer me 30% off my next purchase but they can't do anything else so they closed the ticket. I am extremely upset with how the business is handling this matter. I never received any email information to even know about the 48hr policy. The items arriving broken is unacceptable. The orders should have been delivered separately. I want my money back for both. This is a fair request considering that the items came damaged because of their lack of properly packing glass items. 4 large glass items shouldn't have been placed in a box loosely

  Business response

  11/16/2022

  Business Response /* (1000, 5, 2022/09/05) */ To Whom It May Concern, We apologize that your experience with our company did not meet your expectations. Once an order has been placed on our website, a confirmation e-mail is sent within 24 hours. Unfortunately, sometimes these confirmation e-mails are sent to a recipient's spam folder or are bounced from being delivered due to a setting with the recipient's e-mail service provider. We have no control over this occurring. However, within the footer of our website is a link to check the status of an order (titled "Order Status Check"); where the customer is able to enter their order number or the e-mail address provided at checkout to view updates on their order or ensure that the order went through to our system. We also have a contact form to contact our customer service regarding order inquiries and we answer those inquiries Monday through Friday from 9 am EST to 5 pm EST, excluding holidays. Tracking numbers are also sent within 24 hours of orders being fulfilled and sent to USPS. However, as previously stated, these e-mails are sometimes sent to a recipient's spam folder or are bounced from being delivered due to a setting with the recipient's e-mail service provider. Within the header of our website, all of our store policies can be found under the "More" tab. This includes our cancellation policy, damaged item policy, and refund policy. Per our store policy, we do not honor cancellations once an order has been placed as it begins processing with our credit card processor immediately. We only allow cancellations for duplicate orders, which translates to orders placed within minutes of one another with the exact same items on them. These duplicate orders usually occur due to the "Submit Order" button being pushed repeatedly during checkout due to a loading issue. In addition to our store policies listed on our website, our damaged item policy can be found. This states that a customer has 48 hours to contact us regarding any damaged items within their order. If a customer contacts us outside of the 48-hour window, we are able to offer them a 30% discount on their next order but a reshipment or full store credit for the items is not available. Also within this policy, you will find that we do not honor refunds of any kind. These store policies, among others, are listed on our website and easy to locate for any returning or new customer. Per our e-mail correspondence, we are able to offer 30% off your next order as this case falls outside of our damaged item policy. Thank you.

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