Reading what you wrote in response to their chat is very unprofessional and honestly I wouldn't want to sell you anything. Since we don't have the original Facebook post, I can see why they'd want to give you your money back and walk away.
The people on the other end of those chats don't get paid much, trying their best, and really have no responsibility on what's getting shipped.
Just my 2 cents on being nice to customer service reps...
Well, of course I completely disagree. Where do you see anything "unprofessional" in what I wrote?
You'll also note I didn't harass "the people on the other end of those chats." I'm aware it's possible they don't get paid much, and are trying their best. But if their best isn't good enough (because the company doesn't support them), then it's my duty as a customer to say so. The chat log SHOULD easily register that I'm angry at Anovos—otherwise it gets filed as "hey, I guess we're doing OK!" And if Anovos can't take such mild criticism after NEARLY TWO YEARS of not delivering a single thing (other than mealy-mouthed "thank you for your patience"-es), then they shouldn't be in business, PERIOD.
Whether or not you would want to sell me anything, based on the chat log, is irrelevant: Anovos DID sell me something. And then proceeded to not deliver it for NEARLY TWO YEARS. Would the same chat log exist if they had delivered the product within, say, the first year or so? No, it would not.
And of course I can see why they'd want to refund my money and walk away: IT'S CLEARLY THEIR STRATEGY. But they should not be allowed to walk away from a contract just because NEARLY TWO YEARS in I hurt their snowflake-like feelings on social media!
Some other poster above said that somehow if I place an order with Anovos, I should have known it was going to take some inordinate amount of time for them to fulfill. Well, that's stupid. Or, if you don't think so, then the counter-argument would be that Anovos should have known two years ago that I'd get snarky on social media, and not have sold me anything.
But they DID, and I don't think it's unreasonable of me to want them to hold up their end of the contract, regardless of how much of a jerk I am to them subsequently.
- - - Updated - - -
Certainly they have a long way to go with customer relations, but it does indeed appear that they've been working on getting things to customers more quickly and efficiently. Hopefully they really take care of their past mistakes.
I guess one strategy would be to cancel orders out from under customers who haven't received any product, and who have no reasonable hope of receiving product any time soon?