Hi,
You are on the ECS “chat-board”, not the “customer Service” Dept. If you go to the Customer Care” title above and click on it, you will get a menu. Click on the ‘Contact us’ heading and it will give you the phone number and an e-mail form to assist you with your concern. They also monitor this chat-board so they may very well see your chat message. Their “customer service dept.” is very good but people do make mistakes. I am a stitcher who saw your chat message, I am not an ECS employee.
May you have a happy holiday season! 🎄🎄

Not nice to post a complaint on a open Chat without first trying to resolve the issue with a personal contact with the Customer Service Department.

Hello,

Any order related questions, should be directed to our Customer Service department. Just simply contact us by phone or email and one our customer service reps will be able to assist you with any issues relating your order. Make sure to have your order number handy so they are able to look up the order in a timely manner for you :)

Thank you,

Morgan @ ECS