Horrible horrible customer service
Horrible horrible customer service.
I placed an order on October 11 and immediately emailed customer service to cancel the order because I mistakenly thought I was ordering a vegan product and was not.
I was well within the 24 hour cancellation policy as stated on website. MY ORDER WAS NOT CANCELLED OR REFUNDED.
I then emailed again the next day, still within the required 24 hour cancellation period per company policy. I received an auto reply but my order wasn’t cancelled.
Over the next several days, I emailed customer service multiple times and when a live person finally responded, I was told my order couldn’t be cancelled b/c it had already shipped.
The order never should have been shipped in the first place because I cancelled in the appropriate time frame and have my original email as proof!!!!
Since then, I have again reached out to customer service a few more times. No response.
Now, on October 29, I have neither a refund nor the bag I ordered. I’m furious because this item s such bad service and taking an inordinate amount of my time to try to rectify. Will someone please help me????
Reply from Marbellaclo
We apologize for the frustration you’ve experienced with your recent order, and we appreciate you bringing this to our attention. Due to recent delays with USPS, particularly affecting orders shipped to California, Oregon, and Washington, shipments in these areas have unfortunately been slower than anticipated.
While we do see that you attempted to reach out within the cancellation window, it appears there was an undelivered email in the process. We sincerely apologize for this breakdown in communication and any inconvenience caused by the delay. Rest assured that we are prioritizing this issue and will reach out to you directly to ensure it is fully resolved as soon as possible.
Thank you for your patience, and we look forward to making this right.