Des G.
Unacceptable delay and communication
I regularly purchase goods from from the US and have them posted to Aus. I purchased earplugs and waited a month from their arrival, noting most goods arrive no longer than 3 weeks. As they hadn't arrived after a month I emailed the company via their website contact. I then waited three days for a reply which at its best, was dismissive ! Telling me they were in the post and they should arrive soon. I waited another week (during which I had no follow up contact from the company) I emailed again. waited two days without reply so I emailed a 3rd time to inform the company that if the goods had not arrived by the end of the week would lodge an appeal via PayPal. The goods stil have not arrived. Pathetic service.
Response from Mighty Plugs: The World's Finest EarplugsJul 7, 2014
Dear Des: We feel that it is important to set the record straight here and correct the miscommunication! We strive at all times to give our customers the best in customer service! We received your online order of 2 pairs from Tasmania, Australia on June 3rd.; and we shipped it out to you the (very same June 3rd. day) as the USPS tracking number has confirmed. The first time that we heard from you regarding non-receipt of your order was by e-mail on June 25th, and we replied back to you via e-mail on the very same day, June 25th., telling you that your order was shipped by post (mail) on June 3rd. and if it hadn't already arrived, that it will soon. Our tracking number confirmed our shipment and we felt that 3 weeks to Tasmania via the post, though a bit longer than usual, would most likely arrive any day. The next time we heard from you is today July 8th, whereby you are again reporting non-receipt and (unfairly) faulting us for not communicating with you sufficiently. Des, we feel that nothing could be further from the truth. Des, it's been just over 4 weeks from the time of shipment from the United States, and even though you are in Australia, I too feel that you should have received your order by now. I will be phoning you in Australia at the phone number you provided and also writing you again to verify that the address you provided was correct. If the address you furnished is correct, then we will issue you an immediate refund. Should the original shipment finally find its way to you, you are welcome to keep it and use it well with our blessings. If you provided us an incorrect address, then it is quite possible that the shipment will someday be returned to us. Either way, in the interest of 'Goodwill', I am still issuing you an immediate refund. Most sincerely Mary-BPI customer service