Sacred Mists Shoppe Placed an order was suppose to ship with-in 10 business days. Napa California

Greetings to interested readers,

This is a very unfortunate situation that seems to have stemmed from the customer not understanding policies surrounding the hand crafted item that she ordered, which can result in longer than normal lead times when compared to our standard stock items. This information regarding special orders and crafted items is provided on our website and is noted within the confirmation email that is sent to each customer automatically after their purchase is submitted to us for fulfillment.

This customer called into our customer service department to inquire about her purchase, which was still within our normal lead time window. She was informed that her wand was still in the process of crafting and would likely leave to her location by the end of the week (approximately 3 days). When she stated that she needed it by that Friday, we told that her wand was unfortunately not likely to be received by the date she needed it. The customer immediately became hostile, angry and verbally abusive to our customer service staff member. We attempted to offer her options, such as expedited shipping, another wand that was in stock, or any other option she would like in an effort to assist her to achieve a special gift on time for her birthday event. Our offers to assist her unfortunately were not enough and the verbal abuse continued, and sadly increased. It was then that the owner of the company stepped in and attempted to aid the situation, to no avail as she became subjected to the same hostility and verbal attacks. Abuse by our customers is not something we allow our service staff to be subjected to at any time and it was at this time that we elected to remove ourselves from the transaction, told the customer we were canceling the order and were refunding her in full. Her refund was initiated immediately.

We regret this situation and apologized to the customer for not being able to fulfill her order request in the timeframe she needed it to be completed, however feel that we went above and beyond in our attempts to work with this particular customer and were left with no choice but to protect our staff from further verbal abuse.

Over our eight years in business, we have proven ourselves to go above and beyond for customers needing special items on specific dates, including overnight response times for Hollywood production houses, such as Disney's "The Wizards of Waverly Place" and NBC's television series, "Fear Itself". We have an excellent reputation for service and product quality. Each customer, no matter big or small, is treated with equal importance, and we serve globally for all customers needing quick shipping for events and holidays, barring hand crafted items which of course take time to produce for each customer. We are reliable, responsive and strive for excellence in product quality and customer service.

We take pride in our customer service and strive to ensure that each and every customer is taken care of, every step of the way, each and every day. Customer satisfaction is our top priority and we are here to serve each and every person that comes to visit us in the very best way possible. We hope you will visit us and see for yourself!

With kind regards and blessings,
Sacred Mists