So I placed an order last monday through custom capsule. I decided I did not want the product so I emailed them 1 hr afterward stating that I would like the order to be cancelled since their return policy stated that I should email them within 24 hrs. Waited a day, no response. So I emailed them again. Waited a day, no response. Than I called them, and just my luck no one picked up the phone. At this point I was pretty confused since I have not heard anything back from my email. I decided to try a different email address of theirs "firstname.lastname@example.org" and finally it got through. Here is my email to him:
"Hello I recently sent out couple of emails in the past couple days requesting my order to be cancelled. I have not receive any response back, I even try calling you guys but there was no one there to pick up the phone. I want to make sure the order is cancelled before you guys make the product so I can receive a refund."
Here is his response:
"Thank you for your business. Your order has already started processing and is in the late stages of the system, basically bottling, labeling, packaging and shipping. Let me see if we can halt the remaining process. The ingredients have already been mixed. I am sorry about you not being able to get through on the phone. This is the first of any comments I have seen. Let me see about what can be done."
and here is my reply:
"Thank you Nate. The thing is that I sent you guys an email about an hour after I made the order stating that I would like it to be cancelled, I sent out another one a day later since I did not get a response. I sent out using the email address that you guys posted on the website regarding cancelling orders email@example.com. I than called yesterday and there was no one to pick up the phone, so I decided to use a different email address and I finally got through."
After replying back to his email, the guy did not even bother sending me a reply. 5 am this morning I sent him another email asking him where is my refund and so far no response from him. I just got an email about 30 mins ago stating my order has been SHIPPED. WTF man? I did everything I was supposed to do in timely maner to cancel my order but this still happen? For the last 20 mins I have been trying to call them but again...NO ONE picked up. So far the worst customer service I have dealt with, I will file a dispute with paypal since they are not willing to help out with this situation.