We are sorry you feel this way:
We notice your first inquiry to your order was yesterday around 1pm. Unfortunately, we weren't able respond to respond until yesterday at 6:30pm, following up for further information at 7am this morning: this is longer than we typically like to. For this, we apologize, we strive too one day answer 100% of inquiries within minutes with zero errors as our customer support team grows.
I do believe we’ve provided some clarity on how we plan to move forward, however. Missing shipments can sometimes be resolved quickly, but in your case, there are some unique factors. Since a week passed after your order was marked as delivered, and the order was rated 5 stars based on our shipping and product quality, we need to review the packaging footage to ensure everything was properly handled. This process may take up to two days, as it has to be done by a manager, which means we'll have everything sorted out by tomorrow.
The insurance is there to protect against issues like damage, missing items, or theft during transit, but we do need to confirm the details to make sure the claim is valid. We hope you understand that this process is necessary to avoid fraud, and we are doing our best to make it as quick as possible.
As mentioned in our phone and chat communications, we will get back to you as soon as the footage has been reviewed. We truly appreciate your patience and understanding.
Thank you for choosing LOUD, and we hope you have a wonderful day!
UPDATE: As promised, our review concluded by the following day, and a refund was issued within 48 hours of your initial inquiry :)
