very poor customer service
I ordered off this website nearly a month ago and have still not received my package. When I contacted customer service I got an automatic reply saying that their customer support team is on holidays for the next week. When I finally got a reply, they said they can offer an exchange or to resend the item. I have asked for a full refund and I am being ignored by the customer support team- do not order from here.
Reply from Sunfere
Dear Isabelle,
We sincerely apologize for the inconvenience this situation has caused and truly appreciate your understanding and patience.
First and foremost, we would like to apologize for the delayed response from our team. As mentioned earlier, our customer support team was on holiday at the beginning of October, which unfortunately led to slower reply times. We completely understand your frustration and are sorry for any delays.
Regarding the status of your package, we suspect that the shipping company may have lost the package, as the tracking information has not been updated for several days. When we reached out to you, we suggested either a reshipment or exchange, with no intention of causing any offense. We are still awaiting an official explanation from the shipping company regarding this matter. Please be assured that we are equally concerned and impacted by this situation.
We have already processed a full refund for your order, which will be returned to your original payment method. If you have any questions regarding your refund or if there’s anything else we can assist you with, please don’t hesitate to reach out.
Thank you again for your patience and understanding during this time.
Best regards,
Lea
Sunfere Support Team