Business ProfileforHeirloom Hourglass LLC

Completely unresponsive - zero customer service. In early Feb 2022, I placed an order for colored sand, for an event in late March. I received an order acknowledgement and my account was charged, but there was no following notification of shipment. Three weeks later, with no sign of the shipment, I emailed their "customer service" to request that my order be cancelled and payment refunded. I asked for confirmation of the cancellation and the refund. With no response, I emailed again a week later. Instead of issuing a refund and cancelling the order, they chose to go ahead and send the sand, even though I had twice told them that I did not need the order as I had now bought sand elsewhere. I received the sand in the mail (after the event) and sent a third email asking for a refund and a shipping label to return the shipment that they had sent in spite of my specifically stating that I did not want the sand. It has been over two months of trying to get someone to answer me and I have received exactly zero response of any kind. Now I'm trying to contact them on the Chat option on their website, with no luck so far. It's not that this is a large amount of money, because I could swallow the cost of a couple of bags of sand; it's that they have completely ignored my multiple requests to correct their error. I believe I have been as courteous as could be expected in my requests, but I want my money back. (Note: as of Jan 2023 I have still received no response although I have sent additional emails.) I left a review on their site which has not been added to their own site reviews even though I completed the process to confirm it. They're only choosing to show 4 and 5 star reviews. I would never recommend this business to anyone.