“Quick follow-up: We contacted you last week and didn't hear back so I am guessing your reshipment arrived and was to your satisfaction, else I assume you would have updated your review. The reason for my follow-up is to clarify that we do not have an answering machine with another company's name stating we accept messages but won't check them.
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Hi Kristi,

I apologize that we were not able to get back to you sooner. We were having internet connectivity issues for much of yesterday and therefore had no access to email, our website, or our voip phone service (vonage). I wish you would have given us the benefit of the doubt, because you did post the below review 6 minutes after sending your first email. Resellerratings waits 48 hours to post reviews so that the merchant has been given a chance to rectify the problem, as more often than not, merchants are not even aware of a problem until *after* a review has been written. Now we are aware of this.

Tracking is not available for this first class parcel, but it should have been delivered by now. Please advise if you would like a complete $11.30 refund, or a reshipment. Thank you.”

“Hi Mikekowal,

I am sorry that your package was damaged in transit & I apologize for any inconvenience that this caused you. Your experience is not at all indicative of 99% of orders or even most reviews, however, if your prerogative is to only read those reviews which reinforce the negative opinion you have, it should go without saying that this is all you will see. Had you notified us about your damage in the past 14 days since your package was delivered on 2/29, we would have first apologized, and then offered to replace the damaged items at no cost. I should note that our new inventory is from a different factory (and while they are still cheap toy glasses under 1 dollar each as you noted), the frames are MUCH sturdier and there haven't been any issues with eyebrow hairs falling out that may need repair. But given your berating tone and insulting language over this $5.34 order, and more importantly the fact that you elected not not to even contact us about this, CLEARLY reshipping this order would NOT be to your satisfaction and clearly that is not what you want. A credit has been issued for these 6 items and they will not be reshipped.

I fully realize that nothing I do say is going to change your perception, which is fine, but just as your well has been poisoned by reading other review(s) (many of which are many years old and from a time where 90% of our products were jokes & most of customers were kids), I don't want someone else who potentially has a misunderstanding 6 years from now to read your account of what happened in 2012 and wrongly assume that they can't give us the benefit of the doubt or even bring it to our attention.

We have processed over two-hundred-and-sixty-five-thousand (265,000) transactions in the last 14+ years so I don't need to dignify anything you have written which does not pertain to your shipment. I think the number of orders we have shipped in comparison to the couple of dozen negative reviews speaks for itself. But, just for the record, Google ratings give us 4.4 / 5 stars and ResellerRatings gives us 8.20 / 10 stars. Furthermore we have an A+ rating with the Better Business Bureau having had ZERO complaints lodged in the last 36 months. This PERFECTLY illustrates what I was saying (and what you wrote) in regards to only reading reviews that reinforce the negative opinion you have already have, all the while ignoring anything and everything which goes contrary to what you feel even though there is many times more positive than negative.

Lastly, the only aspect of your review that mirrors any other customer experience is that we weren't aware of any issue whatsoever until after you posted your review, and at no time before that were we given a chance to rectify it. The simple fact of the matter is that had you notified us about this damaged shipment on any of the 14 days leading up to writing this we would have gotten back to you promptly. Even if you used excess punctuation or capitalization, shouted at us, belittled us by calling us names, cursed at us, or done any of the other things customers (rarely) do to faceless anonymous customer service reps when they are upset, we would have gotten back to you promptly. Now sometimes people or circumstances make it virtually impossible to rectify a misunderstanding, but that isn't to say that we would not have tried, had we been aware of it. But you chose not to notify us, or even to give us the benefit of the doubt. And now you have trolled us for issuing a refund & attempting to rectify the problem which clearly can't be resolved, and you didn't want to be resolved.

Brian

"These people are RIDICULOUS! They MUST use infant CHIMPANZEES to package their orders. (Granted, I ordered 6 small items that were under a dollar each, but they WERE FRAGILE, AND they are going to be used for a VERY special occasion!) They were ALSO odd sized objects, so, INSTEAD of sending them in an APPROPRIATE BOX, they CRAMMED them into a small box, CRUSHED one side of the box (AND some of the items inside as well), and STUFFED it all in an ENVELOPE!!!! I had to REPAIR three out of six, and two were BEYOND REPAIR! 99% of all the reviews I read from others who have bought from them mirror EXACTLY what I just experienced. I'll NEVER buy from them AGAIN!"

"IN RESPONSE to YOUR response.........thanks for the refund...BUT... wouldn't it be MUCH better if you provided QUALITY SERVICE to begin with, RATHER THAN constantly having to refund people's money?????! I've never SEEN such a slew of bad reviews with need for refunds for one company in all my LIFE!"”