Simon G.
Shipping was terrible, and hasn't arrived yet
I selected shipping via DHL with 4 to 5 days air freight, it was sent via UPS and been 13 days to date and still hasn't arrived. Terrible service
Response from MMarine Online IncDec 16, 2024
Dear Simon, Thank you for sharing your feedback. We value your business and would like to address your concerns in detail. Firstly, we have been in communication from the moment your order was placed, and your shipping address in New Zealand naturally requires international processing. Regarding the carrier, DHL’s initially displayed lead time was unfortunately inaccurate. Upon creating the shipping label, we found that UPS offered a more reliable timeframe of 3–5 business days. However, third-party carrier delays are regrettably outside of our control. We take customer satisfaction seriously and make ourselves available 24/7 via email, text, chat, and phone to assist with any concerns. At no point during our communications did you indicate a specific deadline. Had we been aware of any urgency, we would have gladly offered guidance or alternatives before proceeding with the order. We kindly ask you to reconsider your review, as the delays were due to factors beyond our control. We are always here to assist and ensure the best possible experience for our customers. Thank you for understanding, and we remain available to address any further concerns you may have.