Completely UNPROFESSIONAL company, they do not take responsibility
I will try to explain my case and be as much objective as possible. I order 10 boxes of baby milk powder that cost 160 euros on June 30th and according to their estimations I was expecting the parcel from 6th to 9th of July. I contacted them on 9th of July in the afternoon and informed them that I haven't received anything. They told me that "..it seems like the address was not filled in correctly. The postal code is missing in the appropriate box. This is the reason why your parcel is untracebale." I explained to them that this is not true because it was the second time I ordered from that pharmacy and at the first time I did not face any issue with the address. Moreover, even if this was true I was expecting a proactive check from their side so that to avoid waste of time and mistakes like this. I was expecting at least an email saying that my order would be delayed. They answered: "Something must have gone wrong here as a result of which the shipping label was seen as correct. Unfortunately, with a huge amount of parcels, it is impossible for us to check each shipping label." Guys I do not care if you have many many orders. This is a problem that you should be cared about if you want to be professional. You cannot be excused because of the amount of orders. Also, regarding our communication they said " Is it possible that these mails have entered your spam folder?" No, I did not receive any email from them. I did not receive any email that entered my spam folder. Then, because of the uncertainty from their side and because of all those vague answers I was getting from them I asked them to refund me and proceed with order cancellation. They REFUSED to do it because of their policy as they said. They had to wait until they would get a response from the Post. In details, they said: " As different parties are involved, it takes some time to find out where your parcel is." This was insane and I made it clear to them that: "The fact that different parties are involved is not my problem. It should be yours. Not only I have wasted 9 days of my time waiting for you to deliver you ask me to wait and waste more time?" Then phone calls were followed from my side, and they told me that they were going to inform me either the same day or the next one which was on 11th of July. Of course as you expect, afternoon of 11th of July arrived and there was no phone, no email from them. I received the items today on 14th of July, I will keep them but I TRULY BELIEVE the following: Their behavior was UNPROFESSIONAL from the first moment. Not only they gave me excuses that were not true (wrong address) but they also insisted on a behavior that cases like this are normal and I should waste more time because there are "many parties involved". Optiphar, you are supposed to be an online pharmacy with a European Profile and having the ability to send all over the Europe. Fact which makes you directly responsible to track the time of delivery and in case you notice something weird you should PROACTIVELY act on your customer's behalf in order to protect your quality of service. It seems you do not do something like that and you don't take responsibility of your actions. You just consider others being responsible when something goes wrong. Stay away from them. Prefer to order from other company that they are professional even if items are a bit more expensive Thank you, Nick
