Carynn Ng
I started by purchasing clothes online and patiently waited after making the payment. However, a considerable amount of time passed without receiving the clothes. Eventually, they arrived, but I found that three items were missing from my order. Here, it's worth noting that on the day they shipped the clothes, they added a note to inform me that some items were out of stock. However, the notification was not clear enough, leading to confusion upon receiving the package as I wasn't aware of the stock issue. Their explanation was: "Hi dear, as we already have many pending parcels, waiting for each customer's reply one by one would take more than a week again. So we will ship the items we have first, then email the customer to update them about the unavailable items. Customers can then choose again, and we will ship the items again (waiving the postage fee) to avoid keeping the customer waiting and parcels pending in our storeroom. It's easy to miss and misplace." I tried seeking help from Instagram customer service, and they suggested contacting the website's customer service via email as it would make tracking the order easier. However, I sent two emails but received no response. So, I returned to Instagram customer service, but they only provided unhelpful answers and eventually stopped replying. Several days passed, and I still hadn't received any answers or responses. I felt extremely frustrated because, as their customer, I expected them to address my concerns, but they seemed indifferent. I reached out to them via email again, and after waiting for a few days, I finally received a reply. However, their solution was vague, stating that they wouldn't offer a refund and could only exchange the items for ones of equal value. The instructions for selecting alternative items were also unclear. I had to inquire step by step about what would happen if the chosen items were more or less expensive than the original ones. Eventually, I selected three replacement items. However, as of March 11th, they still hadn't provided any feedback, and as of today, March 18th, I haven't received any response either. When I asked for updates, they simply replied that two items were out of stock, while the status of the other two was uncertain. I'm extremely disappointed. If they can't handle online sales properly, they shouldn't be doing it. I'm not their employee, so why should I have to continually contact them via email? I sent emails, but they didn't respond actively. How busy could they possibly be? Everyone is busy, but they should take responsibility for their service. If they had responded promptly and actively worked to resolve my issue, I wouldn't be so angry. If they had communicated with me directly from the beginning to choose alternative clothes, whether available or not, wouldn't things have been much simpler? Given the unclear note initially provided, I simply assumed that I had been informed about the items being out of stock. So, I obediently selected alternative clothes. After making my selection, and with no further updates until today, I proactively emailed to inquire about the status of the shipment. The response was that one item was out of stock, while the status of the other two remained unknown. I'm still awaiting a response, and as of now, my issue remains unresolved.