Onsen Tracking Order Status

There is no way to contact Onsen via telephone. I have sent 5 emails over the past two weeks to their "customer service" email address and have not received a single return communication from them. I wanted to ask them about exchange of my two denim waffle towel complete sets for another color. Although the color I want might be out of stock (this is actually impossible to verify as the out of stock images don't show the actual color as it is grayed out), I was willing to wait for it. Again -- five emails and not a single response over a two-week period. This is unacceptable and far from any "customer service" -- shameful actually. I may now just return the towels that I actually wanted because of this so they lose a sale.

I'm so pissed. These reviews must be paid for reviews or made by employees. There is absolutely no way people are telling the truth about the quality of these towels. I have towels that I've had for 20+ years, yet these towels I've had for a few months - maybe 4 or 5 months, look like they need to be replaced because I've had them for 20 years. I WANT MY MONEY BACK!

Company shipped HALF my order. Then I was charged Customs tax TWICE because they shipped 2 boxes instead of one, which was THEIR fault. The towels are great, but the customer service and complete lack of care for the customer made this a TERRIBLE experience.