Reactie van het bedrijf
Dear reader of this review,
unfortunatelly we are forced to tell the other side of the story as well to keep everything is perspective regarding this order.
We received this order on 29-01 and were able to process this order 1 day later on 30-01.
Since the customer lives on the Island Cyprus (a part of Europe with non-average shipping costs compared to the rest of Greece)
Once we offered our best shipping costs possible (even with a lowered price on the costs which we paid for the customer and the customer also got a nice discount on his purchase in total) we first got an email the customer wanted to cancel the order but later wanted to proceed anyway.
We processed it for him and the order got shipped on that same day (30-01).
Conculsion: communication was spot on and we are constantly on top of the email for every customer including this customer.
When we were back in the office after the weekend of 31-01, we saw an email on the day we shipped the order, that the customer wanted to cancel the order anyway. But unfortunatelly it was shipped already and we could not intercept it anymore.
Since last week communication started become less ''friendly'' because the tracking details show that the boxes (several) are still on their way to the customer and because the customer lives on an island, it's possible that the courier needs more time to get everything sorted out.
Despite the fact we know that this sometimes take a bit of time, we asked POSTNL (including the Cyprus local courier) to investigate. The customer isn't willing to wait for the parcels te be delivered and is getting unpatient unfortunatelly. Know that we are in the first week since we shipped several parcels from Holland to Cyprus.
After daily communication from the warehouse leader with the customer, we receive emails from him that he want to cancel the order and receive a refund. But ofcourse we can't refund a value when parts are still on it's way to a customer. What should we do if the parts arrive and the customer has the money back on it's account as well?
We have to wait for the investigation from the courier and this can always take some time. Time the customer doesn't offer us or the courier and starts writing reviews like this right now.
Making comparisations with USA or China shipments is completely irrelevant looking at the dimensions of the parts, the paid shipping costs (note that the shipping costs had to be lowered to convince the customer to accept it in the first place) and the fact that delays can occure with every shipment. From the US, from Asia, from anywhere.
In the end it's very easy: We just can't make refunds as long as the courier tells us during the investigation that the boxes are still on their way to the customer. Being unpatient and become angry about something we don't have in our own control doesn't change anything. As soon as the courier tells us the parcels (several) are all ''lost'' (we highly doubt), the customer will receive the order amount directly on it's account.
Very unfortunate we have to tell all of this to keep everything in perspective.
Yes, we are unsatisfied about the (currently luckely still small) delay at this point, but we know that in the courier world this is a common issue with all of them.
We will stay in contact with POSTNL and the customer but we were forced to reply to these reviews.
Kind regards,
A4H-TECH
