Adam, what you have stated in your 1 star review of us is simply, NOT true and quite inaccurate! Let me elaborate.
You placed your order on April 11th (Saturday). On a regular day, orders placed on weekends are shipped out the following Monday. In your case, this would have been April 13th. As I'm sure you are aware, we are in the midst of a pandemic sir! Half of our staff is away from work and only a limited number of our fulfillment team are working hard, DAILY, to fulfill orders as fast as possible. If you looked at your USPS tracking number by simply clicking on the link from the email confirmation that was sent to you on April 15th (@ 3:17pm PST), you'd see that we we shipped out your order on April 15th. That's two days after your expected shipping date, promised by us and written on our shipping terms. However, due to the current circumstances and all that is going on with this pandemic, we have a pop-up banner that has been active since April 1st on our website. This banner asks all of our customers NOT to pay extra for Priority Mail or Priority Express shipping fees during checkout, in case there are some delays in shipment! In your case, this wouldn't even matter, because you did not pay any extra fees for shipping and your order was mailed out via standard USPS First Class Mail! We would hope our pop up banner would act as a warning to all other customers to expect slight delays and so far, 99% of our customers seem to have seen that banner or understanding the reason behind minor delays.
Again, as you might have been able to see from the USPS tracking update, you could confirm that postal service received your package from us on April 15th. At this point, we have no control over the speed of delivery and we would have hoped anyone would understand this fact. You mentioned in the review 'Horrible Choice of Shipping' ... USPS is the most used, most cost effective method of shipment in United States, for all small businesses! Would you rather us charge you an extra $10 on your $37 glass piece, to ship GROUND shipping via UPS or FEDEX? You might have been ok with that extra charge but 99% of customers would not like that idea and this would make zero sense for our business.
Another incorrect statement in your review is that 'customer service from company was non existent' ... Adam we have proof showing our customer support contacted you on Thursday April 23rd and gave you an update on your request! Before you reached out on Thursday (that very same day) we had no clue your issue existed!
I see from your tracking number that your order is out for delivery. We're willing to offer you a full refund for the return of the item, free charge. We can send you a prepaid label to send the unit back.
We just wanted to let it be known that your review was unfair, inaccurate and a bit ungrateful to be quite honest! Companies are closed in every corner and for us to be continuing our services, putting our staff at risk of being outside of their homes and still shipping out orders daily, is something most of our other customers appreciate very much. It's sad that you do not feel the same and you had to go to the extreme way of leaving a 1 star review for our business, when your penguin glass bowl is late by some days!
Full refund offer stands and you may proceed forward by starting a return here: https://puffpuffpassit.com/pages/returns