MAYBE THEY DIDN’T MEAN THE 16TH OF JULY OR IT WAS DELIVERED TO SOMEONE ELSE LIKE A PREVIOUS ORDER FROM FAITHFUL TO NATURE

Ordering on-line, should be simple:

You select the goods on the web site, pay and you are given an approximate date for delivery. Around the estimated date of delivery, you receive a notification (usually via SMS text) indicating that the order is on the way and a date on which you can expect to receive your order.

Not so with Faithful to Nature.

My part of the process went smoothly. I selected the items, paid and got an approximate date for delivery.

After that … well here are the details:

a) On 14 July, I received a lovely email from Faithful to Nature informing me that my order was on the way with Dawn Wing Couriers. I was also given a waybill number to enable me to track my order. Problem 1: The waybill number that I was given didn’t work. Apparently, according to Dawn Wing, one needs to log into the “customer zone” with a password. So, only Faithful to Nature can track the order with the number that I was given. Question 1 to Faithful to Nature: Why give me a waybill number that only you can use?

b) On the same day, I sent an email to “support” at Faithful to Nature in which I wrote: “The waybill number - DF********* - that you supp**** does not seem to exist (see attached). Could you please let me have the correct number to enable me to track the parcel." The attached was referring to a JPEG “screen dump” of the notice that appeared on Dawn Wing’s “Track my Parcel” page after I entered the waybill number given to me by Faithful to Nature. I put a big red rectangle and a red arrow pointing to the message: “Sorry, but the waybill DF********* was not found” I received the following reply from Terri-Ann Arense: “Thank you for your email. I have added the tracking events below. The order is due for delivery on the 20th July. Dawn Wing will send you an sms on the day of delivery to confirm that they are in your area. The tracking number is DF********* I hope this helps. Standing by to assist. Have a magical day!" A sweet response which irritated me because: Problem 2: Refer to problem 1 above. Ms Arendse clearly did not read the email that she responded to because she gave me the SAME WAYBILL NUMBER. Question 2 for Faithful to Nature: Why do you respond to customer’s emails without reading them first?

I gave up on the waybill number issue and planned for someone to be at the delivery address on Tuesday 20th July.

c) When I placed the order, I requested to be informed 24 hours prior to the delivery. I repeated this request, once again in the email to Ms Arendse. Yesterday (15th July) I received another email from Ms Arendse. It stated: “Regarding your request, The couriers are not able to advise 24 hours prior to delivery when delivery will be however, an sms will be sent early in the morning. The tracking events below is the details of the order and is due for delivery on the 16th.”

I quickly changed my plans to be able to stay at home today (16th July) to receive my parcel.

Problem 3: I assumed that Ms Arendse was referring to the 16th of July 2021, but clearly not. Because: i) I did not receive the promised SMS text (not “early in the morning” nor at any other time), and ii) I DID NOT RECEIVE MY ORDER.

I have wasted a day waiting for my non-delivery from Faithful to Nature.

This was not the first time. The penultimate order that I placed with Faithful to Nature was delivered to someone else. On that day I also wasted a whole day waiting for an order from Faithful to Nature that did not take place.

Question 3 - the last one: If you cannot deliver on the day THAT YOU CONFIRM, why not phone me or send me a SMS text informing me that the delivery is not going to take place?

So, here you have it - I wasted even more time today writing this review. But then after a full day wasted, waiting for Faithful to Nature’s delivery, what is another hour or so?

Faithful to Nature, please get your parcel back from Dawn Wing and refund the credit card that I used for this purchase.

From my side, I promise not to bother you again.