Christine Villanueva
Google
UPDATE: 6 weeks later from the date I placed my online order Nov 29 for a Christmas present, I have still not received the one item I ordered—and I live in NY! Have not heard back from customer service team since Dec 30 after 2 unanswered follow up emails. It is now Jan 10. Atrocious. This business sucks all around. What a sham.
Online order review - Frustrating, aggravating experience. Customer service team is unable to appropriately resolve mistakes made by their fulfillment team. Placed an order on November 29 for a Christmas present, and ended up receiving the completely wrong items on December 19—three weeks after not receiving any updates on the order.
I reached out 3x by email since this is the only way to reach customer service in the hopes they would be able to resolve their mistake by Christmas—instead they were completely unresponsive until December 26: "We apologize for the mixup here. We have created a return shipping label for you to send us back the incorrect item. In the meantime, we will work on getting you the correct items. Best, SL Team"
Completely unsatisfying response considering the grace granted to them to resolve their mistake. For close to a month I didn't receive any response/updates on my order, got the wrong item delivered, and then was asked to send back the wrong items with literally no time frame, details or guarantee on when/if I would expect my order. (Nope, they didn't respond when I asked.) BUYER BEWARE.
The infrastructure for this business needs to be addressed: they can't handle high-volume orders across the country, but worse, they won't really attempt to make it right. It makes it hard to support the brand when they drop the ball regularly and treat customers indifferently—I've certainly shown patience and understanding throughout the years to accommodate the growing pains of their popular brand. What an absolute headache.