Shelly and their terrible customer service

This is a long one, but I'm done with Shelly. Too bad, I like that they support HA, but the treatment on this last order is outrageous. The good news is I'm only out $24.

On November 25, I placed an order for a H&T and a Plus 1 Mini as part of their sale, and I received a confirmation for the order.

On December 8, I received an email stating they were overwhelmed with orders and it would be some time before filling them. Okay, that's annoying, but I didn't need them right away - but the H&T I did want fairly quickly because I was hoping to replace an unreliable Zigbee sensor.

Then I heard nothing for several weeks, and the order never arrived. Finally, on January 4, I created a ticket in their support system about it.

They completely ignored that, too. I started seeing ads on Facebook for the Plus 1 Minis, one of the things I ordered, which irritated me.

After about two weeks, I made a comment on one of the ads that my order and the ticket were both being ignored. A few days later, on January 24, I got an email from them saying:

Excuse us for the delayed reply. We are extremely overloaded.

For unknown reason, the order is not visible in the US admin system. That's why it is not dispatched yet. Maybe there is a bug in the system about this order.

However, we informed the US team that the order must be dispatched asap. They will dispatch it soon and you will receive an email with your tracking code.

​Please be patient.

We want to apologize for the delay and for the inconvenience caused.

I've heard nothing more, almost a week later. I just logged into the ticketing system to discover that they CLOSED THE TICKET. So they can't see the order, and they closed the ticket that refers to it. The problem is NOT resolved - there's no tracking number, no estimated ship date, and no products at my door. I'll be surprised if I ever get the stuff at this point. (I checked my spam folder, and it's not in there.)

Terrible service. I will never order from them again.

I can still file a Paypal dispute, apparently until May. I'll give it a few more days, and if I haven't heard anything, I'll do that.

So, let this be a warning to you about ordering from Shelly...it went okay the first time a few years back, but this time has been a disaster.