My Online Purchase Was A Total Cautionary Tale: Wrong Hat Absolute Silence 🚫

I wanted to love this store, but my recent online purchase was a disaster—a total cautionary tale for anyone thinking of ordering. It became clear very quickly that they have zero interest in helping customers once a problem arises. As I wrote in my initial feedback, "People aren’t lying when they say they have horrible customer service." Not only did they send me a wrong hat, but they also didn’t communicate through phone, email, or DM to correct that and another order. That fulfillment error is bad enough, but the absolute silence forced me to try contacting customer service one last time just to understand why they operate this way.
Customer: I am calling because I received the wrong item in my shipment, and despite multiple attempts over the last week via email and DM, no one has responded to me. I ordered the "Canyon" fedora, and I received a newsboy cap.
CS Rep: I apologize profoundly for the absolute lack of response and for the mistake on your order, ma'am. That is completely unacceptable, and I am sorry you had to chase us down. Let me pull up your account right now.
In the event you cherished this information in addition to you would want to obtain more information with regards to www.oeppeo.com kindly pay a visit to the page. Customer: Yes, please. I need to know how to return this incorrect cap and when the correct hat will actually be sent out. This silence has been incredibly frustrating, and I still have another outstanding order that hasn't been addressed either.
CS Rep: I see the notes about the incorrect item and the second pending order. I am issuing a full refund for the shipping fee immediately. Regarding the return, I will email you a prepaid shipping label within the hour. Once tracking shows you’ve dropped off the wrong item, we will expedite the Canyon fedora for immediate shipment.
Customer: So I don't need to wait for the wrong hat to arrive back at your warehouse for the replacement to ship? And what about that second outstanding order?
CS Rep: Correct, we will use the drop-off scan to trigger the replacement shipment. For your second order, I see it's delayed; I am manually marking it for priority fulfillment today. I will follow up via email with both tracking numbers by the end of the day.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.