Thanks for posting this! I too had issues with US customer service. I received my order fine, but my issue was with subscription billing that quickly turned into a communication problem. The “get in touch” and “we got you” form-letters didn’t answer my question as to why I was billed.
I love the product, but the thought of dealing with customer service again has left a bad taste in my mouth lol.
Typically this is how most double charges on a subscription happens:
A customer places a subscription order, then views their account. Upon viewing, they don’t see the order they just placed on under their order history–they only see the next order that was set (typically 4 weeks later). This causes some customers to resubmit a subscription date, thinking that their order didn’t go through. Sothan then cancelled the extra order and refunded you as this is our typical process.