so, the very first time i ordered wonderup, it took about a month for me to get it. i was so very worried that i had been scammed, but eventually after e-mailing customer service about ten times, the issue got resolved. i ordered wonderup a second time and it arrived in about 10 days with no problems at all. now it is my third time to order. it is getting close to a month now and i still haven't gotten my package. i e-mailed customer service for a tracking number, which they gave me; however, usps said they had no record of the item. i told customer service this and they said they would track it from their end. they took a while to get back to me, but here is the response i got:
Hello.
There doesn't seem to be any explanation for where your package is. I have had it re-sent.
Packages don't go missing very often, but your name and address seem familiar. Didn't we have a problem with a package of yours before? If I'm right, what a coincidence!
I think so too. I've only had good experiences with customer service at WU. They've answered every question I've ever emailed about and given thorough answers.
well i haven't had amazing experiences with them. a couple times they have gotten back to me to me in a reasonable amount of time, but they usually took a long time to respond. there's no doubt in my mind that was a sarcastic remark. whoever has been e-mailing has not been very friendly in the other e-mails either. i even got some friends to read that to see what their interpretation was and it was the same as mine.
It does *sound* a little snippy, but considering the fact that if they really HAD a tracking number for your package, they'd know it had not been delivered. On the other hand, if they had proof of delivery, they would have told you so and it's likely they would also refuse to ship you another package.
It doesn't sound sarcastic to me. I think by making the "what a coincidence" remark, she's just trying to emphasise that it's unlikely that this problem would happen to the same customer twice. I agree with littlemadison that it was meant as a completely serious statement.
They weren't being sarcastic. Buffeee is spot on correct with what she said. If they thought it had been delivered, they would be asking you if someone else in the family had signed for it and forgot to give it to you. Since they re-sent the package without hesitation, it's clear that they are not accusing you of anything.
Vortex Health seem to be doing their best for you, rather than giving you horrible service as you say. Packages do get lost sometimes and that's just an unfortunate fact of life which can't be avoided. Don't forget that they suffer more than the customer if something goes missing, so for them it's an even more horrible service. But they seem to have re-sent the package promptly, which is really all that they can do. I'm not sure what else you think they could do.
Wishful in regards to the comment ~ it can be taken many ways. I can see why you would see it as being sarcastic because you are on the receiving end of all the frustration with your orders. To me its just a comment. It does seem strange that your packages have problems, or your orders have problems, and she could just be pointing that out too.
They have obviously done their homework, and realize that you haven't receieved your package, and they did ship a new one out right away. Accidents do happen ~ look at Michelle awhile back with her cream shipment, its was a long time before she actually got it, I think she said 2 months. So these things to happen.
The thing about reading what someone writes, as its been pointed out many times here, is that we don't know exactly how it was said. We can only read what was said and form our own opinions. So we can take offense to something that was said/typed innocently.
Those are very wise words Henri, you summed things up very well. These things do happen as you said, and you can easily take things the wrong way if you're not careful. I agree with Nell too that it's a terrible nuisance to a company if their packages don't get delivered. I had a job once where I had to deal with the problem of things not being delivered and sometimes I would really get it in the neck from the customer, even though we were powerless to prevent the occasional losses happening. These things are really such a big annoyance to both the sender and the customer.
Zoe
elle (no login)
Re: WOW! What Great Service!!
February 9 2007, 6:41 AM
reading it i didn't take it as scarcastic, it really is a co-incidence, maybe it was a way of apologising. but i can see why it left you a little weary as they dont seem to proporly apologise. i think they saw it as an embarasing mistake xxx
elle (no login)
Re: WOW! What Great Service!!
February 9 2007, 6:45 AM
i have to say i feel a little silly, as accidents do happen, and im leaving the ordering of my pills to the last minit :S + my progress from wonderup is so good, if they dont arrive :S
I agree with other girls, I don't think it was a sarcastic comment. There are ways to find out if the package has been delivered, so they had nothing to insinuate. And as companies like this sell all their stuff through mail, that's a lot of mail, so it's not unlikely that ocacsionally a package gets lost. That's on the mail service. Maybe there's also a problem with your country's customs for these kind of items?
I have always gotten great customer's service from Vortex Health & Beauty, sometimes they replied the same day. And they make an exception for me everytime I order by letting me pay with a wire transfer cause it's the only way I can. No other company I emailed so far bothered to.
