I place an order on July 18, 2021
I received a tracking link with the purchase confirmation. That tracking link takes you to a Chinese page, in chinese lenguaje!! So you are not able to check where is your order.
I sent an email on July 23rd asking about the order, I haven’t received any response. I am sending another one today July 25th.
I will update this review.
Andrea V.
Update: 07/27
They responded to my email.
My order is in process and about to be shipped to US and they would send a valid tracking number.
AL
Alyona
The shipping is extremely long
Update: the customer service reached out to me and offered a resolution, much appreciated. Also, my order finally showed up.
The shipping is extremely long. I placed an order a month ago and still haven’t received it. Moreover, I don’t even know when or if i will receive it. The customer service is not helpful also, even if you ask to follow up with the carrier, they will not do it, they will just ask you to keep tracking... Very disappointed with the entire experience and will definitely not shop at pursh again
Response from Pursh Collection - HandbagsOct 19, 2020
Hi Alyona,
Thank you for your review - we appreciate you taking the time to provide this information and help us improve! We do apologize you have not received your order yet. I'll do my best to provide some detail below and I can also follow up with you directly to help make things right.
Based on the information you provided to help us locate your order, we were able to confirm that your order has indeed been in-transit longer than it should have. We do apologize for that. Some of the carriers we have been working with have been experiencing some unfortunate delays and we have done our best to place notices on our website in multiple places. Per your parcel tracking, it does look like your tracking information does indicate there was a flight delay (although this did occur after you e-mailed us). We're sorry about that! We'll make sure to contact you to find a solution to resolve this.
Regarding our contacting the carrier, we definitely do do additional research internally, including contacting the carrier as needed. When you contacted us, we could see that it was still in transit to the next point and it was still within our delivery timeframe from the date of shipping. There is typically a pause in updates when it is in transit from the international carrier to the local one (we try to explain this in our shipping policy and FAQs). This is normal and the carrier is not able to provide us any more information than this. Although it is typically only a couple of days' pause in normal circumstances, it has been a little longer with some of the delays we have been experiencing recently (we apologize for this again). When an issue does actually occur, we do work with the carrier in more detail and we also try to find ways to make it right with our customers during that time, as finding a solution with the carrier can sometimes be lengthy.
I apologize for the lengthy response, but hope this helped provide some insight into our internal process. We will definitely work as a team to find ways to improve and provide better transparency to our customers with our responses. Please feel free to contact us directly with any other questions, and we will contact you within 1-2 days regarding a solution for the carrier's flight delay. Thank you again!
