I ordered some candle charms from Anthropologie's online website in mid-November, and at checkout, I selected to add a gift wrap kit for +$2. When my order shipped and went out for delivery, it was delivered on November 21st to the wrong house. When I contacted the shipping carrier, OnTrac, and asked them to investigate, they told me to contact the merchant, Anthropologie. As a side note, it looks like Anthropologie uses OnTrac as their primary shipping carrier, and they are a hot mess. The same day as my misdelivered package, I received someone else's SHEIN package with an OnTrac shipping label. Facepalm.Here's a timeline of the following events experienced to get a (partial) replacement.I had to wait 3 days after the delivery to use the self-service order dispute system Anthropologie has set in place because the system doesn't allow for any exceptions.In the meantime, I contacted Anthropologie customer service via chat on 11/21 and spoke with a representative who said no worries; they will resend the package; and I should get a confirmation email within three business days. I didn't get an email, so I called on November 24 for an update, and a separate customer service rep said he would request a replacement, and I should get a confirmation of the replacement order in 3 business days. That did not happen. In both experiences with customer service they assured me that I would get a replacement with the gift wrap add-on.I waited till the end of the third business day to use the self-service option on my order page to request a replacement. Within a day, I received an email confirming that a replacement order had been shipped. The email showed the candle charms but not the gift wrap add-on. The package arrived on 12/2, almost two weeks after my order was mishandled. The gift wrap add-on was not included, and I was not reimbursed or credited the $2 extra dollars I spent on that. I don't have the patience to repeatedly deal with Anthropologie's customer service to argue over $2, but the overall experience was very disappointing. The customer service team seems highly ineffective because I don't think any actions they took on their side helped me get my package. To this day, I only received one email confirming a replacement, and that was regarding my claim using self-service. Not only was I shorted $ 2, but my package took two extra weeks to arrive, and I was given the runaround. This is my first time shopping online with Anthropologie, and I won't do it again. I don't trust their shipping carrier or the Anthropologie customer service system either.
