u/Itchy_Definition_528

I made a purchase during the Aloversary sale and bought a few items, including a bra. A few days later, I went to a nearby Alo store to exchange the bra for a smaller size. The staff in-store were actually very nice and helpful. Unfortunately, they didn’t have my size in stock, so they offered to place an online exchange order for me. They said it would be a 1-day delivery and that it would likely ship from another Alo location in the same city directly to my address. Everything went smoothly and I left the store happy.

The next morning, I received an email saying the item was on the way. But just 1–2 hours later, I got another notification saying the order had been cancelled. I’m not sure if it was the driver, DoorDash, or Alo that cancelled it.

I tried calling the driver number, but it was invalid. I also contacted both the store I originally purchased from and the store that processed the exchange, but both told me to contact customer service.

When I reached out to Alo customer care, they were not very helpful. They simply told me to contact the carrier to find out why it was cancelled. That was the entire response.

I tried explaining again, but I didn’t really get any resolution. Later, when I followed up, I was told the driver had already picked up the order, and if it was lost or stolen, it wasn’t their responsibility.

At this point, I’m really confused. One store says they don’t even have my order anymore, and the item is also out of stock now. Customer service is not offering any real solution, and I feel like I’m just expected to accept the loss of $78.

I’m not sure if this is normal, but the whole process feels very unfair and poorly handled.