Hemp F.
customers don´t matter for this company
As I actually like a lot of the innovative ideas of this company I finally decided to get my first Wuben Light myself, so I ordered via homepage. I received an email with tracking link etc. and the product should be in my place in a few days. Unfortunately the tracking showed that the shipping didn't move for more than a week, so I wrote to the customer service asking if there is anything wrong. They explained that my product was not in stock anymore so they decided to send it to me with an extra lame shipping taking a month or more!! I answered asking why they didn't contact me to ask if that is alright. Actually you have to do that or just have to cancel the order and refund. It is definitely not alright to not inform your customer that he has to wait for a month for a product that he should receive after couple days. A message telling that the product is not on stock would have been the least. The answer to my question was just something about that now I could not cancel my order anymore because the parcel is on the way already. That tells a lot about how this company cares about its customers. btw. ...still dont have my product
Response from WubenlightMay 10, 2024
Hi Hemp, We're truly sorry for the hassle you've faced with your recent order. We dropped the ball on keeping you in the loop, and that's on us. Here's what's up: When you got that tracking number, it meant your order was on its way. But, if our local warehouses are out of stock, we ship from China, which can take 12 to 28 workdays, as noted on our site. We totally get that we should've given you a heads-up about the situation. We'll tighten up our communication game for sure. If your order's MIA past our promised time or you have any issues when it arrives, hit us up at [email protected]. We're here to make things right. Again, our apologies for dropping the ball, and thanks for bringing this to our attention. Best, The Wuben Team