as most customers know, the company fell several months behind on their orders because of covid. in my opinion they did a good job of informing us along the way. i don't mind this type of situation as long as it's handled with transparency and i'm given reasonable updates.
when they eventually filled my back orders, they filled two out of three. i contacted customer service about the missing order. the reply was immediate (a good thing) but i was told all orders had been filled and, specifically, was given a ups tracking number confirming the delivery of the order i said was missing. i have to admit that angered me. i'm a very attentive/detailed person. i sent them photos of the two enclosed order number receipts, the two pill bottles, and the two respective shipping boxes with their tracking numbers, clearly showing the specified tracking number did correspond to a fulfilled order, but not the missing order at issue.
i straight up love their products. but at $42.10 (product + shipping) for a small bottle, it's reasonable that i simply wanted my order filled, or my money returned.
the customer service person again emailed me back immediately, and said she would look into it.
both emails had been brief/terse, and felt like attempts to dismiss me rather than address a valid issue.
her third email confirmed that i was correct, that they would send my third order immediately AND refund half of my money. she explained (fairly thoroughly) that they had made a software change and that was how the issue developed on their side. she was very nice about it, and very apologetic.
i thanked her sincerely. i wasn't trying to get anything from them other than my order or my money; not some version of both.
sometimes people just make honest mistakes. and some small subset of those people quickly correct/repair those mistakes. and then some even smaller subset of those people... admit it to you and apologize and are cool about it.
she absolutely won back my business, but also gained my belief/fondness/loyalty.
cheers, brainforza.
