I ordered filter grids from this company at the end of May,when the box came i realized that 1. i ordered the wrong grids,and 2. only one of the 7 grid set was sent (which i wasn't worried about at first because their site says 'orders with multiple parts may ship separately'), i quickly sent them a message and was happy to see a quick response of this:

Hello.

I am asking for a label for you to return the 1 grid that shipped. Once that happens, I can refund your money. Then (or whenever) feel free to order the correct ones.

Thank you.
PPOL
then this:
Hello.

Attached is the prepaid label to return the item. Let us know when you send it out. Instructions are on the label. RGA#60367015.

Thank you.
PPOL

Great i thought , I packed the grid up and sent it right out, and emailed them to let them know like I was asked.I checked Fedex and they gave me confirmation of delivery:

Delivered
Wednesday 6/13/2018 at 10:23 am
Delivered
Signed for by: MSKELTON

That's the last thing that went well, it is now 28 days later and not only have I not received a refund but they have not even bothered to reply to any of my 3 requests for an update on the status. Sadly i now have to spend even more time on trying to at least get someone to answer me on why this is a problem.There is a phone number and address on the top of this review page that i will now use. It's sad to see this is becoming such a hassle since when i bought parts from them before it went so well,but i didn't have to contact their "customer service" for that.