Snackeroo Avaliações 

Resposta da Snackeroo

Atualizado em 12 de ago. de 2026

Customer's parcel was lost by the courier service, a full refund was issued for the order - it would have been processed earlier but the admin team don't have access to the company payment portal from home to resolve the PayPal case that was opened, and the warehouse is closed Friday-Sunday.

We are not an international company and do not have a 24/7 support service, nor do we expect admin staff to tolerate abuse via Email. Resolving issues with parcels requires us to coordinate with the courier, waiting for their response takes time.
Refunding orders that fail to arrive is a matter of course for any ecommerce business, the delay in your refund was due to you opening a Paypal case, when a case is opened we cannot resolve it until we have access to the Paypal payment portal which can only be done from the office, and specifically when Management is available. Standard refunds can be issued by admin staff from home directly through our website at any time.
We're sorry your parcel failed to arrive, but we can only move so fast, and won't reply to abusive emails.

Resposta da Snackeroo

Atualizado em 5 de ago. de 2026

The first we heard about the parcel failing to arrive was an email at 2pm on a Sunday. We aren't Amazon with a 24/7 customer service center - I responded to the issue the same evening from home. We don't own the courier company and can't control their actions but when a parcel fails to turn up we invariably refund it, unfortunately sending half a dozen emails to us does not accelerate the process, we have to contact the courier company and wait for their response.
While we are legally responsible for all orders, the reality is we, like every other online business with a third party courier service, cannot force their hand and delivery issues are an unavoidable risk of online shopping.

Your email on the 1st was regarding the parcel being delayed, not requesting a return. We checked with the courier and were waiting to hear back from them as stated. As soon as you requested a return, we then had to go back to the courier and do that for you instead. We understand the frustration regarding delayed responses but we can't provide information we don't have and a response from the courier takes time as they have to investigate the parcel's whereabouts.