Very disappointing experience caused by a technical issue in the app.
During checkout, the app failed to properly load my account/session. The order did not appear under my profile, and I was effectively forced to complete the purchase as a guest. Because of this, I was charged for shipping and received a higher price, even though I am a loyalty program member and should have had free delivery.
Within minutes, I contacted customer support as soon as I was able to find a way to do so in the app. I also followed up again the next morning. However, instead of addressing the issue, support simply referred to their policy and refused to resolve the situation.
As a result of this issue, I was charged approximately $26 in additional costs (including shipping and fees) that should not have applied to my membership.
This is not a customer error. The app malfunction directly caused incorrect charges and a financial loss on my side. Additionally, there is no clear or immediate way in the app to cancel or manage an order after it is placed, which makes the situation worse.
I expect this case to be reviewed properly, in coordination with the support team, and a full refund to be issued, including shipping and any related fees.
Within minutes, I contacted customer support as soon as I was able to find a way to do so in the app. I also followed up again the next morning. However, instead of addressing the issue, support simply referred to their policy and refused to resolve the situation.
As a result of this issue, I was charged approximately $26 in additional costs (including shipping and fees) that should not have applied to my membership.
This is not a customer error. The app malfunction directly caused incorrect charges and a financial loss on my side. Additionally, there is no clear or immediate way in the app to cancel or manage an order after it is placed, which makes the situation worse.
I expect this case to be reviewed properly, in coordination with the support team, and a full refund to be issued, including shipping and any related fees.
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