Bad overall experience

We absolutely understand your hesitation about shopping with us again. We issued the gift card with the hope of improving your experience, and while I understand you may not want to use it right now, please note that it can only be redeemed on our website and has no expiration date. Should you decide to shop with us again in the future, you are welcome to use the gift card at that time.

We’d still love the opportunity to make things right. If there’s anything I can do to assist or if you have any suggestions on how we can better serve you, please don’t hesitate to reach out. We genuinely value your feedback and would appreciate the chance to regain your trust.💙

Cherry Sweater

Hi Marielle,

Thank you for reaching out to us about this. We know it's upsetting and your feelings about it is absolutely valid. We will do our best to address these concerns and hopefully end on a good note.

Firstly, our shipping timeframe for Metro Manila orders is within 7-10 business days and Provincial orders within 7-12 business days as stated on our Shipping page and at checkout.

Secondly, the second notification you received (Your order is already being processed!) means the order has reached the fulfillment stage where the items are being picked and collected, at which point, the team discovered a discrepancy in the stock levels.

We’re very sorry that you were affected by this issue. For full disclosure and transparency, this is the first time that we’ve received orders of this scale—100+ per minute is wild. So as you can imagine, before we can even get to your order, which was created at 8:18 PM, we've had to cater to thousands already. The inventory system where the website pulls data to complete an order broke and that allowed orders to be placed even after our stocks had run out on Aug 14. Unfortunately, we’ve only discovered it days later when orders were being fulfilled and stocks were being counted.

At this time, we do not have a single stock left of the Off White Cherry Sweater but we are already in the process of reproducing a big batch to accommodate all affected customers. We don’t want to give you false promises—the reproduction may take approximately 25-30 days maximum.

None of this is okay and we absolutely understand your frustration. We, too, are disappointed to see this happen especially during this period. The options that we are offering are what we think is fair and best for you at this stage, but we are definitely open to your feedback and suggestions.

Options:

We can ship the rest of your items right away and send the Off White Cherry Sweater separately once it’s back in stock. No need to pay for extra shipping as this is an error on our end. If you prefer, we can hold your entire order and ship everything together once the sweater is ready. Should you decide not to proceed with the order, we completely understand. We can process a full refund for the item right away.

Please let us know which option works best for you, and we’ll take care of everything else.

NWIO

Hi XXXXXX 👋🏼

Thank you for reaching out to us about this.

First off, we deeply apologize for the delay in getting back to you. We’ve recently upgraded to a new chat system to improve your experience, but with the recent influx of messages, we’ve been a bit slower than we’d like. With everything now streamlined into one place, it seems that some messages, including yours, were temporarily caught in the shuffle. We’re actively working on retrieving and addressing all messages as quickly as possible. 🙏🏻 We have escalated the situation to our team who will be investigating what happened. In the interim, we will ship out the replacement order asap within the next business day. Your new order number is #XXXXXX and you will receive the tracking details once shipped. We're truly sorry for the inconvenience that this has caused, XXXXXX. To further apologize for this experience, please accept this discount code which you can use on your next order. Code: XXXXXX For Online Store 15% off entire order No minimum purchase requirement For Rhegine Manansala One use per customer Combines with product, order, and shipping discounts Active from Aug 24 Sincerely, Charlotte Folk Team