I ordered a neck massager online from this website
https://hizoo.co/products/hizoo-stationary-neck-shoulder-massager
I entered my credit card information, email, phone number, address. I did not receive a confirmation email.
I contacted their help email and was working with “Jenna” (
[email protected]). I gave her all of the information she asked for (address, phone number, even the order number that I got from their website), and she was unable to find our order. Our credit card was charged $199. It has only been 2 days. But I have not received a confirmation email and “Jenna” refused to send it to me even after me giving her all of the information she requested.
My emails:
From them to me:
Hi there,
I see you've provided your order details for the HiZoo - Pillow Neck & Shoulder Massager, but I didn't see a specific question or concern in your message. If you need help with your order or have any questions, please let me know. I'm here to help!
Jenna from HiZoo
My response
I did not receive a confirmation email. Can you send that to me please?
Dave
Their response:
Hi xxxx,
Thanks for reaching out! In order to locate your order and resend the confirmation email for #HZ332611, could you please confirm the email address you used when placing the order? Once I have this information, I can take care of your request.
Thanks for your help!
Jenna from HiZoo
More responses from them:
Hey xxxx,
Thanks for your reply. I just checked with both email addresses (xxxx and xxxx), but we weren't able to locate an order with the number #HZ332611 under either of them.
Could you confirm the exact email address used when placing the order, or share any other details that might help us find your order? Once we can locate it, we’ll be able to resend the confirmation email as you requested.
Appreciate your help!
Jenna from HiZoo
Hey xxxx,
Thanks for sharing your phone number and the additional email (
[email protected]). I searched using your order number (#HZ332611), all three emails (….), and your phone number (xxxxxx), but I still couldn't find the order in our system.
Could you double-check the exact email that was entered during checkout, or provide any other details—like the full name or the billing/shipping address used? Any extra info might help us track this down so we can get your confirmation email sorted.
Appreciate your patience!
Jenna from HiZoo
Hey xxx,
Thanks for your message and for sharing the screenshot. I've double-checked our system using your order number, all the emails you provided, as well as your phone number, but I still can't find a record of your order. Sometimes, a small typo in the email at checkout or other details can prevent us from matching it up.
Could you please confirm the full name and billing address that were entered for the order? Any extra details will really help us track this down. Once we locate your purchase, I'll make sure to get that confirmation email sent your way!
And since you mentioned the HiZoo Pillow Neck & Shoulder Massager is a gift, I'd love to know if you're looking for anything else to complement it or if you have any other wellness products in mind.
Thanks so much for your patience!
Jenna from HiZoo
Hey xxxx, thanks for providing all those details and for your patience. I did a thorough search with your order number, all your email addresses, both phone numbers, your names, and your billing address, but unfortunately, I still couldn't locate the order in the system.
Could you please double-check the details you entered at checkout—especially the email address or if there might have been a typo in the order number? If you spot anything that might help us track it down, just let me know! Once we can locate your order, I'll make sure to get the confirmation email sent to you right away.
Thanks again for working through this with me!
Jenna from HiZoo
I completely get how frustrating this is—thanks for sticking with us and sharing every detail you have. I want to reassure you that HiZoo is a legitimate business with a focus on privacy and security. We offer secure checkout, detailed product info, a 30-Day Happiness Guarantee, and a 2-Year Confidence
Warranty, plus free shipping on all products and trusted payment methods.
I've run an exhaustive search using your order number, all emails and phone numbers provided, your full names (both yours and your wife's), and both your billing and shipping address, but unfortunately, your order isn’t showing up in our system. This can happen if there’s a small typo or mix-up during checkout.
I can't issue a confirmation email or verify the charge in our system without finding the order. If you remember any other possible detail (maybe a different email or name used at checkout, or a variation in the order number), let me know—we’ll do another search right away.
We're here to help you get this sorted. Thanks again for your patience, and let me know if you find any other info that could help us track down your order.
Jenna from HiZoo
Hey xxxx,
I totally understand how disappointing this whole situation has been and I wish things worked out differently for you. Just to recap, despite checking every detail you provided—order number, all given email addresses, both phone numbers, your names, plus both billing and shipping address—I'm still unable to locate your order in our system, which means I can't process a confirmation email or verify the transaction from this end. Sometimes a tiny typo or mix-up during checkout can prevent us from matching up an order, and I really appreciate all your efforts to help us search.
If you happen to find any new detail—maybe a different email, a variation in your name, or anything from your confirmation screenshot—you can always let me know and I'll look again. Also, if you ever have more questions about our wellness products or need info on anything new, feel free to reach out.
Thanks for the time you spent with us. I’m wishing you the best and am here if you need anything else down the line.
Jenna from HiZoo
Hey xxxx,
I hear you—this is really frustrating and I'm sorry for the confusion here. Even though you were charged, I still can't find any record of order #HZ332611 or your payment in our system, despite using all the details you provided. Without a matching order, I can't verify the legitimacy of the $199 charge or send a confirmation email.
To answer your question: if an order had been placed on 5/28, and everything went through normally, our typical delivery timeframe for orders to the US is about 6 to 13 business days from the purchase date (that includes 1-3 business days for processing plus 5-10 business days for shipping). Sometimes, local postal conditions or courier delays can impact this.
I totally understand if you choose to follow up with your credit card company since I unfortunately can't confirm or track the charge from this side. If you end up finding any alternate email, order number, or detail you might have entered at checkout, let me know and I’ll help search again. Wishing you all the best, and I’m here if you need anything else.
Best regards,
Jenna from HiZoo
Hey,
I get why this is super frustrating and that you want to speak with someone directly since nothing is showing up in our system. I'm going to escalate your case to the team who can dig even deeper for you and hopefully help sort out what's going on. One of them will take a closer look and reach out as soon as possible with next steps or more info.
Thanks for being so patient through all of this.
Jenna from HiZoo