Logic.

At 3 AM on January 15th, I ordered a set of equipment from their personal sales representative. They promised to send me a payment link by the following Tuesday (January 21st, since their sales team would be on holiday starting January 22nd). However, even by January 23rd, my inbox remained empty—I received no payment link at all.

During this time, I reached out to the official personal sales representative twice, with my last inquiry on January 20th. He told me that he was already on his way home for the holidays. Left with no other choice, I contacted Hollyland’s official customer service in China.

The customer service team in mainland China was very polite. I understood that they had no authority to handle this issue, and all I needed from them was a final deadline. But when I found out that the entire company was on holiday, I was dumbfounded. Hollyland’s Chinese customer service said they would report my situation to the leadership and provide feedback. Ironically, their leadership’s response was dismissive and indifferent: "If you're in a hurry, you can buy it on Amazon."

I acknowledge that purchasing directly from the official personal sales representative (as advised by their customer service) is slightly cheaper than buying from any platform. But I am not short on money, nor do I care about saving a few dollars—I care about attitude. Had I known from the start that buying from their official personal sales would require waiting nearly a month or longer, I would have immediately chosen Amazon or their official website. The main reason I didn’t purchase from Amazon during my waiting period was that I thought this purchase would count as personal sales performance. To me, this was a matter of integrity. Little did I know that they didn’t care about this minor performance metric—only I did.

At this point, I seriously question whether a company that has failed to send me a simple payment link for over a week is capable of providing reliable after-sales service. If a company isn’t even proactive when it comes to taking customers' money, how can they be trusted to handle product support?

I have since purchased the product from Amazon, but that doesn’t change my disappointment with Hollyland’s treatment of individual buyers. Just because our purchases aren’t as expensive as those from large production teams or companies doesn’t mean we should be ignored.

It’s disheartening to see a brand show such disregard for small-scale customers.

Finally, to this day, Hollyland still has not sent me any official payment link.