Further update:
The refund has still not been returned, and Scott has again not responded to my question about whether future orders will be accepted.
I also want to clarify the company’s response below. Scott states that my account is not true, but the email correspondence shows that I repeatedly asked for clarity about the service, asked whether future orders would be accepted, and tried to resolve the situation directly before leaving this review.
I was a repeat customer and was actively trying to place another order. After raising reasonable questions about previous delivery and results, I was told to use another provider and my new order was cancelled. I then repeatedly asked for a clear explanation and whether future orders would be accepted, but those questions were largely avoided.
At the time of writing, the refund has also still not reached my account.
I therefore stand by the substance of my review. I’m happy to update it if the situation is properly resolved, but I don’t think it is fair to dismiss my account as untrue when the correspondence documents what happened.
The lack of transparency and the way my concerns have been handled are what have unfortunately turned this into a very poor customer-service experience.
After this experience, I no longer wish to use the company. I also think it is fair that prospective customers can see an accurate account of how the situation was handled. That transparency is one of the main purposes of review platforms, and why I feel it is important to leave this experience documented.

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