Beware Customer Service
Order was delayed by 4 days. The cust service rep wouldn't say anything other than my order is on the way & it is a carrier issue. It's not a carrier issue as the carrier hasn't received my order. It's directly Cupshe's failure to get the package to the carrier on time. I requested a cancellation & refund but did not receive one. Now I have to waste my time doing returns. Another order that I paid express shipping for, 3-5 biz days, I received an email with a delivery date 7 biz days out. The customer service is canned responses that are repeated over and over my reps in countries like India. Don't expect real customer service if you don't receive your orders on time.
Besvarelse fra Cupshe
Hi Sandra, we’re truly sorry for the frustration and inconvenience caused by the delay with your orders. We understand how disappointing it is when an order does not arrive within the expected timeframe, especially when you have paid for express shipping.
Regarding the first order, we’d like to clarify that once an order has been shipped, there may be a short processing period involving carrier pickup, scanning, sorting, and system updates. During this time, the tracking information may not be updated immediately, even though the package is already being processed for transportation. We generally aim to hand orders over to the carrier within 1 business day, but there can occasionally be a delay between the physical handover, the carrier’s initial scan, and the tracking system update. As a result, our customer service team may not always have access to the latest real-time status when you contact us.
We also understand your request to cancel the order. However, once an order has entered the shipping process, we are unfortunately unable to cancel it. We sincerely apologize that we could not accommodate your cancellation request and understand that having to arrange a return afterward can be frustrating and time-consuming.
Regarding the express shipping timeframe, the estimated delivery date shown at checkout is based on the carrier’s standard transit timeframe and is intended as an estimate. After an order has been shipped, unexpected factors such as carrier processing, transportation delays, weather, peak-season volume, or other logistical circumstances may affect the actual delivery time. Therefore, the estimated timeframe cannot always be guaranteed, and the actual tracking progress should be used as the most accurate indication of delivery status.
We also sincerely apologize if our previous responses felt repetitive or did not adequately address your concerns. Your feedback regarding the customer service experience is important to us, and we will take it into consideration as we continue working to improve our support.
Lastly, to solve the issue as soon as possible, we sent a message to you. If you could get back to us with your order information, we would highly appreciate it. We’d be happy to look into the details of your orders and see what assistance we can provide.
Looking forward to your response.