Radio Silence And Refund Demands: My Custom Hat Nightmare! 🚫

I feel compelled to share my terrible online shopping experience as a cautionary tale for everyone else. I placed a significant order for a custom hat weeks ago, expecting timely delivery, but what I received was utter silence. No tracking, no updates, and no response to my emails. My experience was so frustrating and void of positive interaction that when I finally received the automated review prompt, I honestly couldn't find the words to explain the disappointment. The truth is, my interaction with this company was so disappointing that the only thing I felt I could leave was nothing at all, which is exactly why I reached out to customer service immediately. If they can't even confirm the existence of my purchase, I need to cancel it and get my money back.
Customer: I am calling about order #455X. It was placed three weeks ago, and I have received zero communication about shipping or tracking information.
CS Rep: I am so sorry to hear about this extreme communication lapse. That sounds incredibly frustrating, especially after waiting for a custom piece. Let me pull up your order details immediately.
Customer: Frustrating is an understatement. I need an honest answer: If you cannot confirm today that the hat has shipped, I require you to process a full refund right now.
If you have any kind of concerns relating to where and ways to make use of oePPeo Embroidered Hats, you can call us at our own webpage. CS Rep: I understand completely why you feel that way. Looking at the system, I see the material was just received and the hat design was finalized yesterday. There was a delay in the material fulfillment queue that was not flagged to you. We deeply apologize for the silence.
Customer: So it hasn't shipped? Why wasn't I notified of this delay? This is unacceptable service.
CS Rep: You are right; that level of communication is unacceptable. To make this right, I can personally ensure the hat is prioritized, packaged, and shipped via complimentary overnight express today, guaranteeing arrival within 48 hours. Would that work for you, or would you still prefer the immediate refund?
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.