Short statement addressing a reddit post
If you've come to our website directly, it may be because of a recent reddit post from an unhappy customer which we couldn't blame really but we would like to give our side on the matter. Forgive us for any grammatical errors as we are writing this on the fly and English is not our main language.
Short intro. Our website have been around for more than 2 years now and have served thousands of customers already (per our website's app metrics). Most are satisfied with our service but some are not which is pretty normal in every business. We're just a start up and only have 2 staffs and then our partners. Regardless, we always do our best to resolve any issue that comes in the way.
Recently, we just recovered from covid and while we were away, delivery backlogs started to piled up which we are slowly clearing out but since we can only gift 8 items per day. Some deliveries could take a while. We do our best to respond to emails in a timely manner but it couldn't be helped that some emails gets overlooked and when this happens, we appreciate it when our customers reach out through our other channels making us aware of any issue.
Unfortunately, we couldn't respond to our complainant in time which led them to file a dispute of which we have refunded the full amount they paid for. They have already removed our partner account from their friends list so we could no longer gift their set in-game and there's no other way we could make things right but to return their money.
With the mode of payment we accept. It is not possible for us to take our customers money and just run away with it without repercussions.
To our complainant, we sincerely apologize if we are not able to deliver your expectations. We will do our best to improve our service and give satisfaction to our customers.
To our valued customers and returning customers, we hope that this isolated case will not discourage you to continue using our service. Thank you for your continued support.
As always, we look forward to having your orders delivered. Thank you for your time
Collector's Cache Gift Shop