Hi Daba,
We’re truly sorry to read your message and to hear how disappointed you feel. Please know that we take your situation very seriously, and we fully understand how upsetting it must be not to have received your order as expected.
As we informed you previously, as soon as you reached out to us, we immediately contacted UPS and have continued following up closely throughout the entire process. Following their initial investigation, UPS provided us with a formal proof of delivery confirming the order had been delivered. We kept you posted about every step of the investigation.
Given the circumstances, we’ve requested a second investigation and remain in active communication with UPS to clarify what happened, and of course, have also updated you about it. Based on the documentation and the steps taken so far, we genuinely believe we’ve done, and continue to do, everything within our power to resolve this situation. Throughout all of this, we’ve responded to your messages promptly and with care, as part of our commitment to offering transparent and supportive service.
We’re truly sorry for the stress this situation has caused and want to assure you that we remain fully committed to helping you reach a fair resolution. We genuinely hope to regain your trust and show you that we care deeply about every customer experience ❤️
All the love,
GUAJA. Team
