Extremely unprofessional customer service.
The customer service was extremely unprofessional. Rather than completing a promised exchange with free shipping, they issued a refund, which required me to place a new order and pay extra shipping. Although I was assured that the shipping cost would be refunded, I had to remind them multiple times. They also failed to properly track my case, forcing me to send several emails and repeatedly provide my order number. This experience was frustrating and poorly handled.
P.S.
They never asked to send an order number. Here is what they wrote:
You can proceed with your purchase without worry: we will refund the standard shipping costs once your order has been placed.
Reply from Chichi Castelnango
Hello,
Thank you for your message and for taking the time to clarify.
We’re sincerely sorry if our previous exchanges were not clear enough and if this caused any frustration. Our intention has always been to support you as best as possible throughout this situation.
For clarification, the initial order was fully refunded, and the shipping costs of the second order were also refunded, in line with what had been communicated. As such, you have not incurred any costs related to these orders.
That said, we regret that the follow-up and communication may not have felt smooth enough, and we take your feedback seriously as it helps us improve our processes.
Thank you again for taking the time to write to us.
Kind regards,