Hi guys, I’ve just seen this thread I’m sorry I didn’t get back to you all sooner, I think I’ve got some explaining to do to clear up any issues. Essentially as my business has grown bigger I’ve not had the time to do all the work I used to do by my self so I’ve had to hire on staff, we have a small team that does the packaging and shipping for us and we have an admin that answers the messages and sorts out reships, I personally only make the carts, reply to post or messages my team have told me they need help with, I wish I could do it all but I really don’t have the time with family as well as my second legitimate business. The admin and the packaging team are at 2 different locations, it seems like the main issue is stemming from my packaging team, it’s always been hard to tell with 1st class wether it was an issue with my team or an issue with the Royal Mail as the Royal Mail is genuine very poor sometimes and has lost packages I have personally packed so I know they have been sent, but when it comes to SND it’s a lot easier to find the issue, what seems to be happening is my packaging team is either sending some orders that should have been sent snd with 1st class by mistake or not sending them at all, in the case where they are not sent at all this is normally a genuine accident as it can be easy to over look an order when you’ve got lots of orders in a day. If it’s not been sent the customer will normally ask for the tracking after it’s not arrived for a few days which is a very fair thing to do, I’ve told my admin to ask our packaging team for tracking then send it over to the customer & if there is no tracking to assume it’s lost and either reship or refund the customer, the issue is my admin is asking for the tracking but the packaging team will sometimes not reply for days meaning my admin doesn’t know whether he should proceed with the reship or not, this is simply not acceptable, I’ve told my packaging team it’s not acceptable but clearly it isn’t getting through to them, I’m going to try my best to make sure this issue never happens again, if it continues please make a post on our page so I am more likely to see it, because if it continues I may have to go back to personally packing and sending the orders to ensure my customers are getting the level of service they deserve. I will also make sure that any orders that do not arrive are either refunded or reshipped, we are not trying to scam anyone here or mess anyone around, I want my business to run smoothly and for my customers to happy with the product and the service they receive, I’m genuinely really sorry that so many of you have been inconvenienced by our logistics issue, I promise you all I will get it sorted<3
