Lindy
Overall experience is good after receiving the product
I like the way the product is being presented, picture + video + dimentions. It shows very clearly what the Moldavite stone look like. The product information including other admin stuffs (maintenance of the stone etc) is very comprehensive. And we get to know more about the Moldavite stone just by browsing through the website. Plus point! However, the courier/delivery is an issue. The delivery status keep showing unavailable/invalid information at the earlier stage. The waiting experience is not very pleasant given this is the first time I purchased Moldavite from online and BuyMoldavite. Hence, at the earlier stage I did ask myself if this is a scam ;p I comfort myself that this is a genuine seller by sending queries via website chat (not replied promptly) and email (follow up) with regards to delivery status. And also read through FAQ and delivery related information to comfort myself that long delivery time has been mentioned in the website etc. The Moldavite stone from BuyMoldavite is no doubt to be genuine and good! Hence I am wondering if slight changes can be made to improve overall shopping experience. Such as: - the chat's auto-reply can include a timeline on how long you will be replying instead of ASAP, e.g. within 24 hours. Or sending text to a specific number/email address if the customer wants a faster reply. - at the payment page, maybe can include one line of longer time is required for overseas delivery and include days such as around 20 working days is needed etc, to be precise, so that slow reaction people like me can have a better idea of how slow it is... And to change delivery method if willing to top up. ;) The rest so far is fine for me. Hope above helps!
Response from BuyMoldaviteAug 11, 2021
Dear Lindy! I appreciate your thorough review, and I simply love reviews with ideas for improvement. I'd like to tell you my point of view of the issues you've mentioned. 1. It is important to mention that in the USA, we deliver using FedEx 2-day for free. For overseas shipments, our FREE shipping takes 10-30 days, and it is mentioned in the cart page and checkout. 2. We DO have tracking issues with overseas shipments. We are using FIMS (FedEx International Mail Service) The tracking only starts about 5 days later, when the item leaves the logistics center in Newark. After that, the tracking works fine. We are aware of that and trying to work it out with our tracking service provider, so they would be able to track it better and notify the customers in real time. Regarding express shipping: We've recently added (about 2 weeks ago) express shipping all over the world with DHL that takes 3-6 days. 3. We used to have live-chat, but we stopped it because we realized that we provide better service using e-mail. Likewise, me or someone from my team will usually reply within few hours, but you are right, and I will fix the auto-reply, to make the waiting time more accurate. Again, I see this review as a very positive one, thank you for your ideas for improvements, and I hope you will order from us again. John