Complaint Review: Ayalife - Spokane Washington

 Hi. I just wanted to update this report. We couldn't find a single email from you regarding this. On each order confirmation we ask that you email a specific address for order inquiries which is checked every few hours. This is a vital part of the process. I also spoke to Sonja who was so sweet! I sent you two emails but have yet to hear back from you. We also were able to confirm the address and confirm this was due to mishandling by UPS who returned the package. As you can tell by the tracking number, the order was shipped put the same day! Sonja also shared her experiences with using AyaLife in the past so we went ahead and shipped out a replacement order. I would still like to speak to you however it seems there is some type of issue with your email address as we haven't been able to contact you abd vice versa. There isn't much more we can do as a company to make this right for you but we did make some changes to out order confirmation to ensure the email address for order issues is featured much more prominently. Thank you! Chris and Sheree Geo

Hi! We're very sorry for this issue and thank you for bringing this to our attention. After looking up your tracking number it appears that your order was held nd returned by UPS for one reason or another. It is most likely an incorrect address or in very rare cases, mishandling of the package by UPS which would have resulted in the package being damaged and returned to our facility in Henderson, NV for inspection. 

Thank you for providing enough identifying information to be able to find this order. We just sent you an e-mail informing you that a new order has been shipped out to you. We are unfortunately at the mercy of UPS when it comes to the shipping process and as you can tell, we shipped out your order immediately. 

Regarding the comment about "having a lot of credit card processing problems", it would be impossible for your bank to determine this as they do not have access to our credit card processing history. In fact, we have only had one charge back since we started in 2018 and it was due to the package being held up by customs. Once the package was released from customs and the customer received it, they cancelled the charge back.

Unfortunatley Covid 19 has made it difficult for international shipping however we have worked with both USPS and UPS to find the fastest and most efficient shipping solutions. Please contact us directly in the future (I will write our email address in letters to avoid bots that scrape email addresse) orders(at)ayalife(dot)com

If we missed your e-mail, we greatly apologize. We are a family owned business and we work very hard to resolve any issues immediately as soon as they are brought to our attention, as we have done now. 

Please keep an eye out for our e-mail and please check your spam folder if you do not see it. We will try calling the phone number on your order too! Thank you for lettting us know about the issue!

Love,

Chris and Sheree Geo