Christina W.

Hi Christina, thanks for sharing your feedback. We believe there is a bit of confusion here which we'd love to clear up. You reached out to us on a Sunday and asked us to cancel your order. We responded to you first thing Monday morning and told you we'd be glad to cancel and provide a full refund if the order hadn't yet shipped, but first had confirm that the manufacturer hadn't shipped your order yet, as it ships directly from them. As mentioned on our site, we receive the tracking for an order after it ships, not before. In this case, we reached out to the manufacturer immediately (as per your screen shot) and the manufacturer responded, stating that the order had already shipped that morning (label made and loaded on a trailer) and provided tracking. This was not an internal message between our customer care team and our warehouse, it was between us and the manufacturer (MDB) who processed the order to ship from their facilities. This was completely out of our hands as UPS had already picked up the order from them. We are always here to take care of our customers, but if an order has already shipped from the manufacturer, there's nothing we can do to "un-ship" the product. We are terribly sorry that we weren't able to have the shipment cancelled for you. As you confirmed, we did everything we could to handle your request as expediently as possible and in this case, unfortunately it shipped too quickly for your situation as we understand that you accidentally had two of these cribs ordered off of your registry. Had our site been linked on your registry, our staff would have automatically noticed that two cribs were ordered for you and we would have reached out to confirm with you before processing your order as we do really care about our customers and try to look out for any potential mistakes! We wish you all the best with your growing family!