Firstly let me offer my sincere apologies.
It seems your issue was that your order had not changed status in 24 hours. At the moment we are running on a skeleton crew because of the countrywide lockdown due to the COVID-19 pandemic. We can only have one person to a room and therefore everything is running at a much slower pace.
Your order would have been dealt with today, as you made it yesterday. This is, unfortunately, the pace we can work at under the current circumstances, especially as demand is very high at present and only one person is dealing with mail.
After discussing this with my staff, I have been led to believe that the first person you spoke with offered a full refund. Please note that Mixshop is not our business and we just provide logistics for it. We have no access to the PayPal account, so that staff member (
@Chris K ) was attempting to contact the owners to get that sorted for you.
You then rang again and talked to another staff member (as it happens the guy doing the mail), who is under extreme pressure at the moment. He's actually one of the most congenial guys I've ever met, however, he is under some hellish pressure at the present time and did not take well to what he perceives as being shouted at. This is not an excuse, as there can be no excuse for his behaviour, but I hope it goes some way to filling in the gaps. He is now devastated at the way things went.
In fairness to him he thought the phone had disconnected.
I have been told you were shouting at the second staff member and another staff member in the adjoining room has claimed he heard it himself. I wasn't there so I don't know the exact details, although I suspect this is a case of someone worried about where they have put their money, talking to someone under extreme pressure and it's boiled over.
Please be reassured that the staff member has been disciplined, and will be sent to re-read the staff training pack regarding phone etiquette.
You have my apologies on behalf of the business and my staff member. I will happily send you a care package of any of our own (Manabush) products by way of apology.
You may have never heard of us, but we have been around a VERY long time and have a reputation for customer service, so this is extremely upsetting to me.
Please let me know if the above is acceptable to you and let me know if there is anything else we can do to help.
I understand the owner of the company in question (not us) has now refunded you - so that bit should be sorted - all within a day period.
Best wishes
Martyn