Trio Variety Pack

Hi Alyssa,


Thank you for sharing your experience. I’d like to provide some context and clarity on what happened:


1. Shipping Timeline & Communication:

- When you placed your preorder, you received a confirmation email stating that the estimated shipping window was March 21–28.

- On March 12, we sent an email updating the estimated shipping date to March 28 – April 4 due to customs delays and production rescheduling. We can see this email was opened by you.

- On March 26, we sent another email confirming that preorders would begin shipping on April 4. You also opened this email.

- On April 4, your order shipped and we emailed you with tracking details.

- Unfortunately, despite these multiple communications (which you opened), we did not receive any message from you. In fact, we were notified that you filed a chargeback on April 7.

2. Chargeback Filing:

- A chargeback was filed on April 7, before the package was delivered on April 15.

- There was no communication from you at the time regarding your move or a request to cancel or hold the shipment - we would have gladly helped if we’d known.

3. Delivery Confirmation:

- The package was successfully delivered on April 15 to the address you provided at checkout. We were unable to stop shipment since you filed a chargeback immediately after you were notified the order shipped out.


3. Our Response:

- When we received the chargeback, I immediately reached out to you by email on April 8, asking for more information in case the chargeback was a mistake, or to just get a better understanding of the reasoning. We would have gladly refunded your money if you decided to change your mind or figured out a resolution. We did not hear back.

- I also followed up on April 27, reiterating that the order had shipped and asking if there was a misunderstanding. 

- On April 28, you replied that you had moved and couldn’t access the package, and explained you believed there was a delivery issue, which is why you decided to file a chargeback. However, this doesn’t align with the fact that you had opened multiple emails clearly stating the updated shipping estimate, final shipping confirmation, and multiple emails from us asking why a chargeback was filed.

4. Dispute Status:

- On May 1, I offered to issue a full refund if you cancel the chargeback.
- We did not hear back from you for a month, so we proceeded to dispute the chargeback.
- On June 1, one month later, you emailed letting us know you received a letter about the dispute being closed.
- Please note, as of today, on our end, we still have not received a final decision from the bank on the dispute. The despute is still open and we have not received the payment, meaning the bank is holding the money. 


5. Our Commitment:
As a small, founder-led business, we take every customer’s experience, including charge backs, seriously. We regret that the timing of your move and the chargeback process caused confusion, but we were always open to resolving this amicably and quickly, had we known about your move sooner, we could have easily held the package, updated the address, or been more patient waiting for your response after multiple attempts on our end. 


We’re sorry this left you feeling disappointed. I see that you’ve responded to my email on June 1 and 3, so I’m more than happy to continue the conversation there, including screenshots of items I’ve referenced if you need. Unfortunately, while we wait for your chargeback to finally process, I’m unable to offer a refund.


Thank you again for your feedback.

Leon