Dear Enjoyinghome Customers,

We deeply apologize for the recent challenges you've faced with Enjoyinghome. We would like to provide a clear explanation of the issues and the steps we are taking to address them.

Since October, we have been working diligently to test and enhance our website to meet Google's advertising requirements. We did not anticipate passing Google's review before the Christmas season, and some of our team members had already begun their holiday break.

However, to our surprise, Google unexpectedly approved our website on the eve of Black Friday, resulting in a substantial influx of orders beyond our expectations.

Here are the key issues: 

1, Our current inventory can only accommodate a limited number of orders, and due to the unique challenges of the Christmas season, replenishing stock from suppliers quickly has proven difficult. As a result, we have had to issue refunds for some orders, and we sincerely apologize for this inconvenience.

2, We have encountered difficulties with refunds for customers who made payments through PayPal. The root cause of this issue is our recent update of PayPal's linked bank account. PayPal continued to default to deducting funds from the old bank account, which no longer had a balance, leading to refund failures. Banks typically take 3 to 5 business days to provide feedback on failed deductions, which contributed to the delayed resolution of this issue. We have transferred funds from the bank account to PayPal balance and updated the default bank account for deductions to ensure future refunds are successful (though it may take 3 to 5 business days for PayPal account balances to reflect this). 

3, Unfortunately, our email domain with the suffix enjoyinghome.com.au continues to experience issues with sending and receiving emails due to problems with the email server configuration. This has hindered our ability to communicate with customers in a timely manner. We discovered this issue after the fact, and we are currently using a temporary email address with the suffix 163 (CS_enjoyinghome@163.com) to contact you. Any emails sent to customer_service@enjoyinghome.com.au will also be forwarded to this 163 email address. \

4, As previously mentioned, our customer service phone line with the number 0499174883 cannot be answered due to our company manager being on vacation overseas. We deeply apologize for this inconvenience.

We understand that these multiple issues occurring simultaneously are both unexpected and frustrating. We want to assure you that we are working diligently to resolve these problems. Refunds have been reprocessed, and we kindly ask for your patience while we work to ensure their success. If you have not yet received a refund, please allow 3 to 5 additional days. Please be assured that we are committed to resolving all issues and providing a satisfactory solution. We are grateful for your support during this challenging time. Sincerely, Enjoyinghome Team

The Enjoyinghome Team