Product not shipped for 6 weeks
Product not shipped for 6 weeks. They cancelled the order after 4 weeks, at which point I ordered the product from somewhere else, only for them to 'uncancel' the order. Customer success is unhelpful, they were claiming that their AI assistant made a mistake, and offered a 5% discount on my next order.
Reply from Agrarzone
Dear Mrs. Fekete,
Thank you for taking the time to share your experience. We sincerely apologize for the inconvenience caused by the delivery delay and the incorrect communication.
Unfortunately, there were unexpected delays with this product from our supplier. These were further compounded by the Christmas holidays, company closures, staff vacations, and sick leaves, which made the situation even more challenging. As soon as the item arrived in our warehouse on January 22nd, we immediately dispatched it to you.
To support our customer service team, we are currently testing a small AI bot to help handle simple inquiries more quickly. In your case, however, the bot unfortunately provided incorrect information stating that your order had been cancelled, which was not true – we take full responsibility for this and sincerely apologize.
We completely understand that, after receiving this incorrect information, you decided to order the product elsewhere. We are very sorry that the item was mistakenly dispatched anyway – this happened because we were unable to process your cancellation request in time due to the high volume of emails. We deeply regret the confusion and the additional effort this caused you. The package was still shipped, but we offered you the option to refuse delivery so that it could be returned to us easily. As a small gesture of goodwill, we also provided a 5% discount code for your next order.
We fully understand that this does not meet your expectations, and we assure you it was never our intention to upset you. Your feedback is very valuable and will help us continue to improve our service.
Once again, we sincerely apologize for the inconvenience and thank you for your patience.
Kind regards,
Your Team from Agrarzone