Renee M.
FALSE CHRISTMAS 'ORDER BY' DATES
I specifically checked shipping times before paying $65 for a SINGLE book to be printed. Their site said (shipping within the US) which leads you to believe they are a US based company. Their site also specified that if you ordered before the 16th of December (8pm PST) you would receive your product before Christmas... well here we are the 22nd and my order is still in SWEDEN!!! My order was placed the 14th. Very frustrated to say the least... DO NOT promise something on your website when you know that it cannot be delivered by that date. That is false advertisement and leads people to make orders with you that you cannot fulfill on your end in the promised time frame. You can search Google and see that this is something your company offers every year it seems.
Response from Solentro - make your own photo book or posterDec 22, 2020
Hi there! I'm sorry to hear your order hasn't reached you yet! However, these are special times and the distributors are working non-stop. As we stated in our shipping terms: due to special times things can be delayed, and hence, if you really needed your book before Christmas we recommended that you ordered in early December. As far as I can see your order is on its way to you, you can always contact FedEx directly to get up-to-date-information regarding your shipment. There are still a few days left until Christmas and your order is going with express (FedEx Priority). A customer representative has contacted you with details regarding this matter. Merry Christmas & Happy New Year! My best/Hampus - Customer Service ____________________________________________________________________________ Hi again! I understand your frustration but it's impossible for anyone to promise delivery by a certain date (due to the fact that a shipment can be lost, damaged and so on) and hence we don't if you read our conditions: Ordinary shipping: About 1-2 weeks (within the US). Before Christmas we will deliver much faster. To be able to deliver your book before Christmas we would like to receive your order as soon as possible, but not later than 8 PM Wednesday the 16th of December (Eastern Standard Time)!* The earlier you order the sooner we can send it out to you. *If your order contains several books and/or a large book the shipping may take longer. Solentro can not be held responsible for delivery delays and negligent treatment caused by the distributor. If you want to be certain to receive your order well before Christmas place your order in the beginning of December. Almost all orders have already reached their destinations in the US, this is why we have the deadline that we have. However, these are both special times due to the pandemic and Christmas and hence FedEx are experiencing delays accordingly. This is the reason for us to write that if you want to be on the safe side please place your order a lot earlier than our deadline. Due to the fact that the later you order something the greater the risk of something happening. Which in your case happened. Once again, we are truly sorry but at this point in time there is nothing we can do. We are continuously expressing our concern to FedEx and we hope they soon will be back on track. I can assure you that the book you have made will be a keepsake for the recipient even delivered a bit later than expected! My best/Hampus - Customer Service


