Don't recomend using
This website has handled my order in a very bad way. I ordered a bed. As a start the website order details page does not give any other info apart form Status "Paid" ever.
- The package was supposed to be delivered in 4-6 weeks. After 7 weeks of silence I contacted the web site only to be told that their delivery service can't deliver the package and they need another 2-3 weeks to sort their issues. But they didn't even think of updating their website order status or letting me know.
- Currently it is week 9, I received a delivery note from a delivery company 5 days ago telling me the package will be delivered by the 17th, I was given a choice of days and I confirmed the 17th. Great, I'm home waiting for this package and just received another message telling me the package will arrive in the next 48-96hours. So despite that I received delivery information and delivery date confirmation, I won't receive anything. I don't know when they are going to deliver at all now. To be honest I now doubt what they are going to deliver as well. Nightmare.
Reply from Banaby
Dear Celi Ca,
thank you for the review.
We found your review in December 2023 by chance. The Trustpilot profile of Banaby was unclaimed till that moment.
Because we do not have the number of your order, we cannot verify your review. If your experience was really like described above, we would reply as follows:
(1.) Order Status Information
Our customers, upon placing (and paying for) an order, receive confirmation from us as the seller (confirming a validly placed order). Information about successful payment is immediately obtained by the customer from their bank (payment gateway) upon payment.
If a product is on order (not in stock), the availability (in days, weeks) is the estimated time of delivery to our shipping warehouse. In 2021, customers indeed did not receive any other automated emails while waiting for their orders except for (1.) Order confirmation email; (2.) Order shipment email; (3.) Invoice email for the order.
If there was a change in the estimated delivery time of the product during the waiting period for your order, and you were not informed in advance, we sincerely apologize. It is possible that the availability of the ordered product was not well optimized, or unexpected complications occurred on the manufacturer's side (machine malfunction, material shortage, transportation failure, etc.). We continuously optimize the availability (estimated shipping time) of ordered products to prevent similar situations.
We acknowledge that in the case of a longer wait for an order, the customer needs to have an overview of the order status. For this reason, our developers are working on optimizing processes related to providing information on the current status of orders so that customers have all the information available from their account or email without the need to contact our e-shop customer service.
(2.) Shipping and Delivery
If you agreed with the shipping company on delivery day, but the shipments were delivered at a different time, it is definitely a reason for a justified complaint about the carrier's services.
We would genuinely appreciate it if you could contact us so that we can thoroughly investigate your case and personally apologize to you, or appropriately compensate for any unpleasant experiences. We value customer satisfaction, and we believe it is never too late to acknowledge our mistake and apologize.
Feel free to contact as at info@banaby.hr or info@banaby.eu.
We would like to know more about your experience. We are ready to hear from you even you might forgot about us becuase of long time from your order!
We claimed the Trustpilot account in December 2023, just to react properly to your review.
Best regards
Team Banaby