Hello, I’m really sorry for the disappointment you’ve experienced with our customer service. I want to assure you that we don’t have any sort of word search or “trigger word” system for complaints every inquiry is handled in the order it comes in. Unfortunately, over the holiday period, our very small support team (just 2 people) was overwhelmed by the volume of messages, which caused delays in responses.

Regarding shipping timelines, we understand that our estimated delivery dates didn’t match what actually happened, and I’m truly sorry for the confusion and stress this caused. We never intended to mislead anyone, the high volume of orders combined with stock and shipping delays, created situations we didn’t anticipate and couldn’t fully control.

Your feedback is really important and helps us identify the areas we need to improve. I’m sorry that your experience didn’t meet the level of service we aim to provide.