A customer ordered a leather strop and flattening stone from Sharp Pebble but never received an order confirmation email, making it difficult to track or report non-delivery. The customer is considering disputing the charge with their bank.
Update: Four days after the package supposedly arrived, Sharp Pebble finally sent tracking numbers—nearly 2 weeks after purchase.
Shopify’s Response:
Clarified that Shopify provides the e-commerce platform but doesn’t handle shipping or order fulfillment
Suggested waiting for delivery given holiday season delays (orders can take up to 4 weeks)
Recommended contacting the bank/payment provider if the order doesn’t arrive within 4 weeks
Offered a link to file a complaint with Shopify’s internal team if the customer believes the store violates platform policies
The customer expressed frustration that while the merchant ignores purchase-related emails, they continue sending advertising spam. The issue remains unresolved pending delivery confirmation.
Summarized with AI on November 24.
AI used: claude-sonnet-4-5-20250929.
I ordered a leather strop and flattening stone combo from sharp pebble. They never sent an email confirmation of my purchase so i cant even report that they never delivered my package. Not sure what to do here other than dispute the charge at my bank as i cant do anything thru shopify and sharp pebble doesnt care to answer my emails but they sure dont mind spamming me with advertisements. Really a sad experience and i cant help but feel shopify are kind of at fault for whats happening here as well.
edit: they finally sent me tracking numbers four days after the package “supposedly”arrived and like almost 2 weeks after i made the purchase.
I’m sorry to hear about the experience. Some businesses may manually fulfill orders, and sometimes this can happen in human error. But it’s great news that you did receive a follow-up from the store with the tracking code.
However, I just wanted to share more about Shopify, which is the ecommerce service merchants use to run their stores. We don’t ship or manage orders. As you received the tracking information, I would suggest allowing some time for the delivery now, especially considering the holiday season. Sometimes there can be shipping or production delays in getting your order to you. Due to the shipping, production, and distances involved, orders may take up to 4 weeks to reach you.
I do want to stress we absolutely do not condone any type of fraudulent activity on Shopify. If your order has not arrived within 4 weeks, and you have not heard from the store’s team, contact your bank or payment provider for guidance on what to do next.
Also, if you believe the store is with Shopify and you would like to file a complaint directly with our internal team, you can do so via this link.