Hi Saleha,
Thank you for sharing this, and I’m genuinely sorry for your experience.
You’re absolutely right to be upset, the lack of response and the frustration you experienced is not acceptable. After investigating internally, we discovered that your return request was unfortunately not received correctly on our side, which caused the delay in communication. That is our mistake, and we take full responsibility for it.
We have now located your order and have already reached out to you directly to arrange the return and resolve this properly. We also sincerely apologize that the quality did not meet your expectations, that is never the experience we want our customers to have.
Thank you for your patience, and again, our sincere apologies for the inconvenience and stress this caused. We are taking steps to ensure this does not happen again.
— Zailarah Team