Concerns about transparency and customer service.
I ordered a cap with embroidery on both the front and back and took extra care to ensure the finish I selected was correct before confirming the purchase.
Shortly after placing the order, I received a confirmation stating the cap would be supplied with a different finish. I immediately replied to query this discrepancy to ensure I would receive what I had ordered. The following business morning, I was informed that the embroidered option would not be provided unless I paid an additional $74 (more than double the original price of the cap).
As this increased the total cost to approximately $130 for a single cap, I advised that this was outside my budget and requested that the order be cancelled.
Without any prior warning, I then received an automated message stating a refund of $35 would be processed, with $27 withheld as a “stocking fee.” I promptly emailed and called to resolve the issue and was told by multiple representatives that withholding this fee was company policy.
I explained that I had responded immediately to the order confirmation and again as soon as their follow-up email arrived the next business day. Regardless of timing, the core issue remained that the product being supplied did not match what I ordered.
After escalating the matter and raising concerns about consumer fairness, I was eventually told they would “do me a favor” by refunding the remaining amount. This was framed as a goodwill gesture, despite the error originating from their ordering system and process.
To be clear, this is not about the dollar value involved. Whether the amount was $27, $2,000, or more, the concern is the principle of how the situation was handled and the business practices behind it.
Overall, the experience was frustrating and disappointing. The combination of an inaccurate order confirmation, unexpected price changes, and an attempt to retain a fee for a product that was not supplied as ordered raises serious concerns about transparency and customer service.