So I wanted this stunning yellow gown that I found on Fashion Nova and placed my first order with the company. The item was supposed to be delivered on July 6th. I was home all day and nothing ever came. Then I noticed the item was marked as delivered. Their website told me to wait up to three days to make sure it wasn’t an issue with the delivery carrier. After waiting more than three days I reached out. They asked me to make sure the carrier posted a photo of the item in the delivery location on the tracking website. There was no photo. I then only received automated messages telling me I needed to wait three days after delivery to reach out (by this time it was almost 5 days). A week later I finally got a response after emailing customer service twice. They told me I had ten days to make a complaint from the supposed delivery (which I had, twice) and then that because the carrier claims they delivered the package, they won’t refund me or anything. And now I’m trying to get in contact with the carrier and it’s been about four days of trying and I cannot get anyone to respond to me.

Does Fashion Nova always run its customer service like this? Or did I just happen upon a truly rare, but unfortunate experience? I’ve honestly never had a brand who requires their carrier to photograph proof of delivery then deny me a refund/replacement when the tracking can’t prove delivery…