3 week wait for a package of tissue.
Had I known that one package of tissue paper would take 3 weeks, I would have ordered from somewhere else. I'm trying to establish and online business and brand, and this was a real let down, especially on top of trying to keep my other shipments and supplies organized. Ordered on July 13th, it is now July 28th and I have just now recieved an email that it has shipped and I will recieve it August 4th. I live in the same country as there distribution center, so anything over 10 business days is completely ridiculous. You can't use the pandemic as an excuse at this point - if other businesses are making reasonable shipment lead times, then there is no excuse for a company of this alleged calibre. Their website did not say anything about any of this, nor did it make any mention of it at checkout.
Edit: their reply here states that the item is advertised as shipping in 3 to 5 business days, and that it ships in 10. I have screen shots from their CANADIAN website stating that the item in question ships in 24 hours... I also have screen shots from the confirmation email from July 13th, and the email that it had shipped on July 28th and can expect it August 4th. That is slightly over 3 weeks lead time from placing the order to recieving the order.
Their website does vaguely mention delays due to pandemic, however, there was zero communication about whether these items were low in stock/out of stock and will take longer than the advertised lead time. I believe allowing for DOUBLE the amount of time from ordering to shipping (but not yet receiving it) is more than patient and accommodating on my part, before leaving a review.
So in summary, low stock issues, pandemic delays, internal shipping delays. Any communication about these issues would have aided in extra patience. My expectations are not unreasonable, nor is it unreasonable to expect a notification of further issues beyond mention of pandemic delays. I dislike the attitude from this company that they seem to feel they have done their due diligence and are not responsible as a result. It isn't reasonable to expect customers to take time out of their own schedule to hound and pester a company about shipping lead times when those lead times are far from being met. You are providing a service, you should follow up when further issues arise.
The saving graces here are the prompt response, the fact that they are local, and that they offer a unique product. Be more communicative (hire more people if that's what it takes) and put the human touch back into business interactions, and this review will be retracted/corrected. It might be a small business, but this experience makes it feel big, faceless, and careless like amazon.
2nd edit: I apologize for not noticing the mention of the recent change of ship times. I appreciate that you changed your comment to my first edit from suggesting I shop at amazon (with a smiley face no less), to an offer of accepting a return. Neither are the responses I'm looking for. I'd like an apology, or at least an acknowledgement that there wasn't enough information to manage customer's expectations - simply to retain my business, even though it is small at the moment and I'm just a one-person operation - and that this is our first exchange.
29 de julho de 2021
Avaliação não solicitada
