Thank you for reaching out and for sharing your experience. I’m really glad to hear you love the dress, but I’m truly sorry for the frustration you experienced with the ordering and shipping process.
Our Super Bowl sale is one of the biggest sales we run, and unfortunately your order was impacted by an inventory error on our end. Because items were being pulled from both store and warehouse inventory at a very high volume, a few orders including yours were affected, and we take full responsibility for that.
With hundreds of messages coming in during the sale, we did miss a few conversations, and I’m sorry you didn’t get the clarity you deserved in the moment. I’ve gone ahead and refunded your shipping, and I also spoke with our in-store associate so we can communicate situations like this more clearly moving forward.
We truly pride ourselves on our customer service and the experience we create, and it’s disappointing anytime we fall short of that. I hope we’ll have another chance to give you the experience you expected from us.
Thank you again for shopping small and for your honest feedback it genuinely helps us improve.
