Hi Steve,
I’m genuinely sorry for the frustration and upset caused, you’re absolutely right to expect better, especially as a returning customer.
Unfortunately, there was a technical issue where messages sent via Shopify were not coming through to us, which meant we didn’t see your earlier contact until your Etsy message came through. As soon as we became aware, we responded immediately and put things right.
This is not the level of service we aim to provide, and I completely understand why you were disappointed. Thank you for bringing it to our attention, the issue has now been resolved to prevent this happening again and a new parcel is on its way to you.
Carly