Mason is right- business is business, and all companies, big and small, should be obligated to provide decent customer service and support for their customers.
We take this VERY seriously at Level 1, and every one of us goes out of our way to put the customer first, and do our best to make sure things like this don't happen. Our customers truly are our lifeblood! But no matter how diligent we are, or how hard we try, there are always situations like this where something slips through the cracks and a customer isn't properly taken care of.
In this case Jack's order was cancelled after it was placed, processed, and packaged, and there was some longstanding confusion on whether or not his order had been pulled before it was picked up by the Postal Service. Having not heard anything about this for a few months, I was under the impression that this had all been resolved a long time ago, but with some miscommunication between the person packing the orders, and someone else who was handling customer emails, it was apparently not.
For all those concerned, we've refunded Jack's purchase and will be further compensating him for his troubles. Again, customer service is at the top of our priority list over here, and we'll continue to do everything we can to keep each and every one of you happy with what Level 1 delivers (or doesn't deliver, in the case of cancelled orders!).
Now that we're through with that... anyone else stoked to check out the new Eye Trip teaser?!?!?!