Marissa C.

On 1/15/23, around 11:30am Eastern time, I placed an online order for the Arlo Polo Sweater - Black and White Stripe × 1. Shortly after, I realized I had used the wrong billing information. Around 3:30pm that same day, I emailed the store (bc it's the only listed method of contact), explaining that I needed to change the billing info. I mentioned that, if that couldn't be done, then I needed to cancel so I could REORDER w the correct billing info. I've had to cancel a larger order with them in the past, so I didn't think much of needing to cancel and reorder one sweater. Usually the company is good about responding to emails, so when some time had gone by I started to worry. I tried emailing again, but still nothing. The following day, 1/16/23, I received a confirmation email that my order had been shipped! Very annoyed, I emailed them again stating that this order should have been CANCELLED. It wasn't till the next day that I received a very passive aggressive email from Pistola stating "We're sorry to inform you that we are unable to process your request at this moment. We try our very best in manifesting each order with care and ship them out in timely fashion manner. Therefore- The open possibility of an order cancellation due to "Buyer's Remorse" is very limited." I was very insulted by this email bc no where did I state "buyers remorse!" If anything, I stated that I intended to reorder the exact same item. Immediately I responded expressing my displeasure with their service and response. I ask for this to be escalated and speak w a manager but no one replied. The next email I get is on 1/19/23 saying the package is out for delivery and then that it had been delivered. When I got home ironically the package was no where to be found, and I emailed them right away to let them know. This, they respond to right away, suggesting the obvious and giving me information I already had. I start a claim with USPS on 1/20/23. After a lot of emailing back and forth, trips to the post office, and a headache, it turns out the mailman found it open in my lobby the following day. He returned it to the post office, and for some reason it was shipped to an alternate address up in Buffalo, NY. I updated pistola about this on 1/23/23. On 1/30/23, I gave them further updates that I was gonna see if I could somehow locate it in Buffalo and ship it back. On 1/31/23 I got a response from pistola saying they were escalating it on their end and they'd respond with a decision in a week. On 2/8/23 I got an email that my claim was denied bc they concluded it had been delivered to me. On 2/9/23, I provided them w all the emails to USPS showing that this wasn't true. I also let them know I would be contacting the BBB if they did not give me the credit that was due to me. And so here I am STILL trying to get my money back for an order that should have never been processed.
UPDATE: On 2/10/23, I get an email from Pistola apologizing and basically blaming USPS for the whole problem (which couldn't be further than the truth). To make up for it, they were sending me my order again, free of charge! That would be great except they continue to add to the problem 1) they looked up and then proceeded to send the INCORRECT order, 2) the whole problem is I never wanted the order to begin with! I wanted it canceled and my money refunded! 3) they charged me for the shipping! I'm so angry that I'm now gonna have to deal with the original f* up and now a whole new one! I could scream!