I placed an order about a week ago. The items seemed to take long to ship but it’s a busy season. After the weekend I check the DHL tracking and it says it’s been delayed. I then follow up with the support team to find out what’s happened but I don’t get a reply. Later that day I receive an email from some delivery company I don’t know and it seems they have my delivery. That afternoon the driver rings my bell but when he arrives he only has one box. I ask him, only one? And he responds saying yes only one. I sign, assuming the order was split. I later check the tracking and see that it shows two items have been delivered when I received only one. I contact support again to update them and receive a reply the following morning. They don’t seem terribly willing to help saying “they hope the delivery partner finds my parcel soon”. FloraStore is the vendor and I had to pay a lot for shipping, the least they could do is follow up with the shipping partner. My next step if no one replies is to write to my bank to get a refund for the item I did not receive.
Strengths
Packaging of the one box I did receive was secure
Improvements or suggestions
Better support when issues arise with your delivery partners. As a consumer I have no control and no influence on them. You are at least insured.
Reply FloraStore:
Dear Valérie,
I have talked to our customer service about this. We agree with you that we should take responsibility and fix the issues with our delivery partners.
You have been in contact with our customer service and it seems everything has been delivered in the meantime. Hopefully you are happy with the plants that you received.
Kind regards,
FloraStore