Ongoing mystification
Ongoing mystification. Still waiting for something that may or may not be similar to what I ordered. Only learnt about this apparent supply issue after I contacted the seller, having received multiple review requests when tracking endlessly said nothing but „check back later“. Whether this is Shopify or whatever else is the problem, I have no way of understanding, nor do I want to, much, any more. I may amend my review once I have seen what arrives after this long wait.
Reply from NutsnBolts1
Thank you for your feedback. We value all customer reviews on Trustpilot, good or bad, ideally though this should only be done after having 'actually' received your product and/or after having 'consulted' us first about any issues privately which were deemed to have no success or resolution, which it seems is not the case, as your issues were resolved satisfactorily on shopify inbox on 19th Feb already. Therefore, we are struggling to comprehend your mystification/bewilderment.
You have now definitely received the replacement/alternative product on 6th March according to our tracking information. Our website clearly says up to 20 to 30 days for delivery from our suppliers abroad. We note you placed your order on 9th Feb and received your order confirmation email. However, as I mentioned to you previously on your shopify email to us (where you initially enquired about the product shipment being static on the tracking information) the supplier only notified us of this discontinued stock several days after you ordered from us on 12th Feb. Once we learnt of the issue, we asked our supplier to find a near identical alternative kettle (with variable temperature control) for you promptly and if they could not we promised to immediately refund you which we emailed you back about also. Nevertheless, our suppliers eventually found one by 19th Feb and I sent you photos of it back to your email on shopify inbox informing you that they would be preparing shipment for you soon after, as soon as they could manage to obtain it from their own wholesaler, with tracking updating only when they themselves as our suppliers had prepared everything for shipment for you (btw your emails to us are apparantly not showing anymore on the open or closed tabs on shopify inbox currently, making us believe they have been deleted from your side, I might add).
The kettle was prepared for shipment by the supplier on 24th February and you received it on 6th March (as shown on tracking data), so it took in total 10 days to arrive to you, well within our shipping policy timeframe of 20 to 30 days.
Whilst, in an ideal world, we would have appreciated the shopify stock levels or discontinued information to have updated automatically on our end, as it all should be automatically synced anyway, this was not possible according to the supplier, as stock can alter at anytime and this apparently was not fed back to shopify on time. Nonetheless, we kept you informed and updated throughout and resolved your issues efficiently and to the best of our abilities with information we had from the suppliers at the time, so we are fairly certain the replacement fulfills your requirements, as per the photos of it and information we sent you on shopify inbox on 19th Feb. We have had several orders from other customers in the past and none have experienced this unfortunate scenario with discontinuation of any product, at the eleventh hour, but one must be prepared with an open mind for all eventualities especially when dealing with suppliers, their wholesalers in turn and then final distributors further down the chain like us.
(NB. The full product information has yet to be given to me by the supplier to update on our own website).
In terms of your other query, on why you have received so many review requests, this is out of our control and an automated review request should be sent only once after any order is made, but this is controlled by Trustpilot, not us.
We would urge you in future to pause and examine your emails, tracking information and facts closely, before posting negative reviews, which is completely unfounded with the wealth of information provided so far and is not conducive to new startup businesses like us, whom are nothing but professional, clear and honest.
SIncerely,
NutsnBolts1 Ltd.