Condescending, rude, dismissive, and unprofessional customer service
I ordered from Elm & Rye and never received my package, even though tracking showed it as delivered. When I reached out for help, I was told to contact USPS myself—despite the fact that Elm & Rye is the sender and has the ability to also trace the package. They kept asking me to find out the GPS location of the package and where it was delivered. I am not sure of the relevance of this since it definitely was not delivered to my mailbox. I did end up contacting USPS and spent over half an hour trying to resolve it, but the company continued to deflect responsibility.
Their tone throughout was rude and condescending. After being repeatedly dismissed and accused of dishonesty, I told them I no longer wished to interact with them and just wanted a refund. They implied the package was not lost. It was incredibly rude.
They later issued a refund, but insisted they had been “polite throughout”—completely ignoring the accusatory tone and lack of empathy in their earlier messages.
For a brand that claims to care about wellness and transparency, their customer service was anything but. I won’t be ordering again, and I encourage others to proceed with caution.