LM
Lydia M
1 reviews | Active since Feb 2011
02 Aug 2021, 11:40
LACKING IN SERVICE
I have to begin with saying that I love the products at Faithful To Nature. I have purchased various items over the years and have not been disappointed. However, this most recent purchase has been poorly handled by FTN. I placed my order by 11:30 on the 23rd July and the order has not been delivered yet. I have been in contact with a consultant who reminded me that it is 2-5 days delivery time. I I was informed this morning that the Courier company picked my parcel up on Friday, and delivery will be tomorrow. In my opinion, not good enough. I would have expected queries to be attended to and follow ups on queries. Someone is not doing their bit and I am rather unhappy about this. PS. this is meant as a gift and the recipient has still not received it.
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Replies (4)0
Replies (4)
Faithful To Nature's replyOfficial
02 Aug 2021, 12:43Hi Lydia
Thank you for taking the time to post this review. I am very happy to hear that you love our products but extremely sad to hear that we have let you down with your last order, especially seeing that it is a gift. I am really sorry about the delay with your order. Our Cape Town warehouse unexpectedly had to close down due to a number of COVID infections in the office. We closed the warehouse to ensure that our staff and customers were not affected and that we could contain the spread of the Virus from reaching our dispatch team. Our team is back from their isolation period and fully functional as of Saturday passed. We have additional resources onboard to make sure that we catch up as soon as possible.
We are really sorry for the inconvenience caused, this is not the type of service that we pride ourselves on, in this situation, unfortunately we needed to make sure that we acted responsibly to make sure we kept as many people as possible safe from contracting the virus.
I will get in touch with you via email to make sure that we get this order delivered to your friend tomorrow.
Kind regards
Ebitishaam
Thank you for taking the time to post this review. I am very happy to hear that you love our products but extremely sad to hear that we have let you down with your last order, especially seeing that it is a gift. I am really sorry about the delay with your order. Our Cape Town warehouse unexpectedly had to close down due to a number of COVID infections in the office. We closed the warehouse to ensure that our staff and customers were not affected and that we could contain the spread of the Virus from reaching our dispatch team. Our team is back from their isolation period and fully functional as of Saturday passed. We have additional resources onboard to make sure that we catch up as soon as possible.
We are really sorry for the inconvenience caused, this is not the type of service that we pride ourselves on, in this situation, unfortunately we needed to make sure that we acted responsibly to make sure we kept as many people as possible safe from contracting the virus.
I will get in touch with you via email to make sure that we get this order delivered to your friend tomorrow.
Kind regards
Ebitishaam
Faithful To Nature's reply02 Aug 2021, 12:43
Official
Hi Lydia
Thank you for taking the time to post this review. I am very happy to hear that you love our products but extremely sad to hear that we have let you down with your last order, especially seeing that it is a gift. I am really sorry about the delay with your order. Our Cape Town warehouse unexpectedly had to close down due to a number of COVID infections in the office. We closed the warehouse to ensure that our staff and customers were not affected and that we could contain the spread of the Virus from reaching our dispatch team. Our team is back from their isolation period and fully functional as of Saturday passed. We have additional resources onboard to make sure that we catch up as soon as possible.
We are really sorry for the inconvenience caused, this is not the type of service that we pride ourselves on, in this situation, unfortunately we needed to make sure that we acted responsibly to make sure we kept as many people as possible safe from contracting the virus.
I will get in touch with you via email to make sure that we get this order delivered to your friend tomorrow.
Kind regards
Ebitishaam
Thank you for taking the time to post this review. I am very happy to hear that you love our products but extremely sad to hear that we have let you down with your last order, especially seeing that it is a gift. I am really sorry about the delay with your order. Our Cape Town warehouse unexpectedly had to close down due to a number of COVID infections in the office. We closed the warehouse to ensure that our staff and customers were not affected and that we could contain the spread of the Virus from reaching our dispatch team. Our team is back from their isolation period and fully functional as of Saturday passed. We have additional resources onboard to make sure that we catch up as soon as possible.
We are really sorry for the inconvenience caused, this is not the type of service that we pride ourselves on, in this situation, unfortunately we needed to make sure that we acted responsibly to make sure we kept as many people as possible safe from contracting the virus.
I will get in touch with you via email to make sure that we get this order delivered to your friend tomorrow.
Kind regards
Ebitishaam
LM
Lydia M's updateReviewer Update
03 Aug 2021, 08:49Hi Ebitishaam, Thank you for your response. If only this was relayed to me when I first queried my order. So much unpleasantness and anxiety could have been avoided. Your support team should have followed up and advised me honestly. I sincerely hope that your affected staff members recover from this horrid virus.
LM
Lydia M's update03 Aug 2021, 08:49
Reviewer Update
Hi Ebitishaam, Thank you for your response. If only this was relayed to me when I first queried my order. So much unpleasantness and anxiety could have been avoided. Your support team should have followed up and advised me honestly. I sincerely hope that your affected staff members recover from this horrid virus.
Faithful To Nature's replyOfficial
03 Aug 2021, 10:54Hi Lydia
You are 100% correct I am terribly sorry that the support team did not get back to you with proper feedback, this truly is the inexcusable part of this situation. I have given the feedback to the agents who were dealing with your tickets to make sure this does not happen again.
We thank your loyal support
Kind regards
Ebitishaam
You are 100% correct I am terribly sorry that the support team did not get back to you with proper feedback, this truly is the inexcusable part of this situation. I have given the feedback to the agents who were dealing with your tickets to make sure this does not happen again.
We thank your loyal support
Kind regards
Ebitishaam
Faithful To Nature's reply03 Aug 2021, 10:54
Official
Hi Lydia
You are 100% correct I am terribly sorry that the support team did not get back to you with proper feedback, this truly is the inexcusable part of this situation. I have given the feedback to the agents who were dealing with your tickets to make sure this does not happen again.
We thank your loyal support
Kind regards
Ebitishaam
You are 100% correct I am terribly sorry that the support team did not get back to you with proper feedback, this truly is the inexcusable part of this situation. I have given the feedback to the agents who were dealing with your tickets to make sure this does not happen again.
We thank your loyal support
Kind regards
Ebitishaam
LM
Lydia M's updateReviewer Update
06 Aug 2021, 12:42Since this last post I am very happy to say that Faithfull to Nature has delivered the parcel to my friend and she is very thrilled with her gift. I also wish to thank FTN for the vouchers that I received in apology for the mess up, Thank you very much and I will be shopping again soon.
LM
Lydia M's update06 Aug 2021, 12:42
Reviewer Update
Since this last post I am very happy to say that Faithfull to Nature has delivered the parcel to my friend and she is very thrilled with her gift. I also wish to thank FTN for the vouchers that I received in apology for the mess up, Thank you very much and I will be shopping again soon.