DN
Denver N
1 reviews | Active since Dec 2011
07 Dec 2020, 12:01
Misleading delivery times, lack of transparency on refund policies before decision to refund being made
My estimation of delivery time based on their shipping options page would be 1-3 days for main areas. I later find out it is 3-5 days. If I knew that I would only receive the item the following week I would not have ordered. I asked for a refund and am only now in the process which will take 10 days for a refund and potentially 10% handling fee. All of which was hidden upon the initial solution fault finding communication for delivery and am only made aware of their policy today.
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Essentially Natural's replyOfficial
07 Dec 2020, 13:23Hello Denver,
Thank you for your comment, and the opportunity to respond. As the owner of this business, it’s very important to me that transparency and high standards of customer service are maintained. If you are in any way disappointed in these then please know that you have my personal, and sincerest, apologies.
Thank you for your comment, and the opportunity to respond. As the owner of this business, it’s very important to me that transparency and high standards of customer service are maintained. If you are in any way disappointed in these then please know that you have my personal, and sincerest, apologies.
I am satisfied however that the actual shipping times have been as good as I would hope any customer would experience. For example, please do be reminded that your order would have been delivered to your selected Clicks store today – 3rd working day from order receipt and shipping from Cape Town to Pretoria – had it not been cancelled per your request last Friday. The indicative lead times you’re referring to are also courier shipping time to main centres and not Pargo point delivery (generally: 3-5 working days nationwide).
I must take pains to highlight that both our T's & C's and returns and refunds policy are clearly published on our site. We also provide links on our order communication emails, and in checking out you agreed to our T’s & C’s.
While, if there are if there are inadvertent delays in shipping time caused by (for e.g.) strikes or highjackings, pandemics or courier overloads these are not grounds for order cancellation, we have nonetheless, without any hesitation, accommodated your request for a refund.
Please rest assured that PayFast will action your refund without delay. However, it can take up to 10 days for your issuing bank to clear the funds back into your account. You may like to address this issue with them, if in fact it does take any length of time at all.
Please do not hesitate to let me know if I can be of any further assistance.
Kind regards
Vicki
Essentially Natural's reply07 Dec 2020, 13:23
Official
Hello Denver,
Thank you for your comment, and the opportunity to respond. As the owner of this business, it’s very important to me that transparency and high standards of customer service are maintained. If you are in any way disappointed in these then please know that you have my personal, and sincerest, apologies.
Thank you for your comment, and the opportunity to respond. As the owner of this business, it’s very important to me that transparency and high standards of customer service are maintained. If you are in any way disappointed in these then please know that you have my personal, and sincerest, apologies.
I am satisfied however that the actual shipping times have been as good as I would hope any customer would experience. For example, please do be reminded that your order would have been delivered to your selected Clicks store today – 3rd working day from order receipt and shipping from Cape Town to Pretoria – had it not been cancelled per your request last Friday. The indicative lead times you’re referring to are also courier shipping time to main centres and not Pargo point delivery (generally: 3-5 working days nationwide).
I must take pains to highlight that both our T's & C's and returns and refunds policy are clearly published on our site. We also provide links on our order communication emails, and in checking out you agreed to our T’s & C’s.
While, if there are if there are inadvertent delays in shipping time caused by (for e.g.) strikes or highjackings, pandemics or courier overloads these are not grounds for order cancellation, we have nonetheless, without any hesitation, accommodated your request for a refund.
Please rest assured that PayFast will action your refund without delay. However, it can take up to 10 days for your issuing bank to clear the funds back into your account. You may like to address this issue with them, if in fact it does take any length of time at all.
Please do not hesitate to let me know if I can be of any further assistance.
Kind regards
Vicki