CaudabeReviews of caudabe.com

Response from CaudabeJan 6, 2023

Hi there, thanks for your review. International shipping the past month has been a bit unpredictable as carriers have had to deal with enormous shipping volumes. Certain parts of Australia can also take a little longer, particularly those on the west coast, because packages go through Melbourne or Sydney and then are routed through the postal service in Australia. From the tracking info, it actually looks like Australia Post took a really long time to get the package from customs Melbourne to its final destination where you are. That all said, we do also offer expedited FedEx options, which in our experience are extremely fast and reliable no matter where in the world you are. And, finally, in Australia, we do have a great reseller at mastershop.com.au. Feel free to check them out - shipping will definitely be faster from them.

Response from CaudabeDec 9, 2022

Hi Eran, Sorry to hear about your poor experience, especially since you're a first timer! It looks like like our customer support team has replied back to you 4 times. And, rest assured, you're dealing with very real people. :) In fact, we're a bit obsessive about providing good customer service, which probably explains all the positive Trustpilot reviews! That said, as our support team mentioned to you, Israel where you're located is indeed experiencing delays as confirmed by our shipping carrier. The issue stems from delays with customs processing. We work with multiple carriers, and we're seeing this across the board. All that said, your packaging is just awaiting clearance at Israeli customs and should be delivered soon. In addition, our support team has already reached out to you to offer a replacement package as a courtesy, as well as a discount for the inconvenience. Apologies again for the inconvenience. We wish we could walk the package over to you in Israel ourselves! While the vast majority of orders to Israel arrive quickly and without issue, it does look like carriers are experiencing temporary delays there. Either way, we'll make sure you're taken care of. Thanks again and feel free to follow up directly with our support teams. They're not the bots, we promise. :)

Response from CaudabeSep 14, 2022

Hi there, thanks for the review! First off, please send another email to [email protected] and mention this Trustpilot review. We can then give you the latest updates on inventory. But, to explain the situation: this is a period of extraordinarily high demand for us right now, coupled with manufacturing challenges. Our entire team globally is working as hard as we can to get products out to our fans as soon as we possibly can. Everything listed on our website right now is accurate. Note that any updates to pre-order shipping times are more for the benefit of people who haven't yet ordered. In other words, orders are prioritized by order date, so you'll definitely be one of the first to get your order once inventory is received. Rest assured that we're working hard to get your order out to you as soon as we can. Hope that helps explain the situation a bit. We're definitely running on all cylinders here (and maybe more, if that's even possible) trying to get orders out. Thanks for your patience! And, as mentioned in the first paragraph, please do reach out to [email protected] and mention this review. They can help update you on the actual status or even help exchange your order for something that can ship immediately. That wouldn't be a problem at all!

Response from CaudabeMar 1, 2022

Hi there, first off, we take pride in ensuring that our customers are happy, so it was definitely a surprise to see your comment. We just recently claimed our TrustPilot profile, so we apologize for the delayed response here. After reviewing our correspondence with you, here's what we found: You reached out to us wanting to process a return. We sent you a return label the very same day. It looks like you weren't able to find the return label in your inbox, but that was primarily because you contacted us from multiple and different emails. We mentioned this to you and confirmed which email the return label was sent to, then just never heard back from you. We also haven't received a return from you. Feel free to reach out to us again and we'd be more than happy to expedite this for you. And you'll also be happy to note that we've now partnered with Happy Returns, which means you don't even need a return label any longer. Just take the product and the QR code we'll provide to any of the thousands of drop off locations (usually FedEx Office or Staples) across the US and your refund will be processed automatically. It's as easy as returning orders on Amazon now. :) Once again, we apologize for any misunderstanding or inconvenience, but we're totally committed to ensuring that all of our customers are taken care of. Feel free to get in touch with us again anytime and we can tie up loose ends!

Response from CaudabeMar 4, 2022

Hi Scott, thanks for the review. As mentioned previously, we take tremendous pride in ensuring that our customers are happy, so it was definitely a surprise to see your comment. We just recently claimed our TrustPilot profile, so we apologize for the delayed response here. After reviewing our correspondence with you, here's what we found: It looks like you're located in Ireland. We shipped within a business day after you ordered and you chose standard international shipping. The package, according to tracking, bounced around Ireland for a bit and then for some inexplicable reason was returned back to the US. You then reached out to us and we very promptly offered to either refund or reship your package. From that point on, it was radio silence from you, so it seems like you either overlooked our reply or perhaps our reply went to spam. It's a bit unfortunate that you left this review, considering we're still waiting on you for a response. But, do feel free to reach back out to us at [email protected] as this seems to be a delivery hiccup by the carrier over in Ireland. In our experience, that can indeed happen in Ireland from time to time. We're more than happy to help as much as we can!

Response from CaudabeMar 4, 2022

Hey there, we can't find any record of your order, so we're not sure if this is legitimate or not. But, feel free to send us an email at [email protected]. After many hundreds of thousands of happy customers, we're pretty sure we're not scamming anyone. :) And, truth be told, our Customer Support team is pretty darn amazing. We aim to reply within 1 business day and often times we respond faster than that. The last thing we'd ever do is leave any of our customers hanging. Definitely reach out to us directly. Happy to help!