Thank you for your feedback, and we sincerely apologise for the experience you had with your recent order. We fully understand how frustrating it must have been to wait for your item, and we regret that our usual high standards of service were not met in this instance.
Unfortunately, due to an unexpected error in our automation system, your order was genuinely missed. This was not intentional, and we're truly sorry for the inconvenience it caused.
As the individual who spoke with you, I want to apologise if my tone came across as anything other than understanding. My intention was to convey that we were actively investigating the issue to prevent it from happening again, not to dismiss your concerns.
We appreciate your patience, and as mentioned in our recent communication, if you're not satisfied with the product, you're welcome to return it for a full refund. We are committed to improving our processes and ensuring that such errors do not occur in the future.
Thank you for your honest feedback—it helps us improve as we do believe Service is King.
