Anonymous

I made a purchase, awaited notification, tried to track package by entering order number and email, search engine unable to find my purchase. Wrote to support@ twice, no response. Made querie with chatbot, nothing. whatsapp account disconnected. After leaving a not good review, I received a response that it has been delivered ( it had), and was happy to locate and open the well packaged item...that was not amber (Verre ambré) but bright, translucent, mango-colored orange.

UPDATED COMMENT: I was able to reach customer service via email, and after many thoughtful exchanges they offered to accept a return...but I would have to pay for shipping to China. We finally agreed to a partial refund. The lamp itself is very pretty, just not the color I expected.

I signed up for the free trial... and even though it says no credit card required on the home page I couldn't continue in the free offer without putting in a credit card.SO in good faith I did, because my intention was to try your product.

The only thing I received was this welcome email.

Then I just checked my credit card statement and saw I have been charged $99 a month in May and June...

So I logged in, and saw I was signed up for the Basic Plan (not even the Pro Plan that I am being charged $99 a month for...with zero onboarding or information that I have been signed up for a plan...)
First please credit the 3 months that you charged for service not rendered or ordered.
I would still like to try your service, but let's get some basic UX stuff clear please.
A free trial is a free trial.
If there is a subscription that is triggered after a free trial, the new user should be informed of this at once. An even better practice is to have an onboarding period.
No one's credit card should be charged without a receipt and explanation of product/services rendered.

Great experience. Within minutes I was able to affordably make my purchase with great documentation and an easy-to-navigate weblink to share for the star-recipient.