Worst decision ever

That's the whole point. The first point of contact to our company on an order is the Order Tracking system, in this case the correct contact method was not used.

I know because I searched through all the sales emails personally, which took a lot of time, to check that we had anything there before replying about it in the first place. If you're now suggesting that our staff purposefully deleted emails from a particular customer because they were too busy then that's just absurd speculation and I have no answer to that kind of comment.

 

Since the topic is getting very heated and Kobalt is in contact with the customer, I am closing the thread.

Some general advice for the future: make sure to document all contact with the company or any attempts for communication(makes it easier for banks and companies to get things sorted out) and see if your email provider does read receipts/read confirmation(private message systems may also have this feature). Also some type of certified mail(requires a signature when delivered) may also be an option.