Repeat C.
Posted
Returning customer-CANCELED
I am a returning customer, and the first experience was great. However, this second time I went to pay, and I thought the transaction was done but apparently, I was on the wrong screen, and the payment hadn't gone through. The Everlighten staff acted as if I was trying to cheat them and refused to let me fix the issue and wasted weeks of work for me and their staff by canceling my order completely. Why would a returning customer purposely not pay the initial $120. Don't let them waste your time like they did mine, there are too many other options out there for vendors.
Response from EverLighten· Aug 29, 2025
Dear Dana, Thank you for sharing your feedback. We’d like to take a moment to clarify the circumstances of this project. Our design team invested significant time finalizing your design at no cost while awaiting your sample order placement to begin sample production. When our designer followed up regarding payment, you explicitly told our designer you had made the payment. However, our system showed no record of payment. To help locate it, our designer requested proof. The screenshot you provided, however, was of the payment request page — something that should be very clear, as the pay button is prominently displayed. Furthermore, the version of the screenshot you shared with our designer omitted the pay button. Trust is central to how we work with our customers. Given this fundamental discrepancy, we made the difficult decision to discontinue the project before it became a formal order. We regret that we could not move forward and wish you the very best. Sincerely, The EverLighten Customer Care Team