1 reviews | Active since Feb 2011
Shocking service and lies
Absolutely shocking service from what used to be a favourite online shop. FTN has lost all credibility as far as I am concerned. From saying they promise to check all products - when I pointed out the dangers of the ingredients in an insect spray, they removed it. Then they list products that include goats milk as vegan. Say things like cochineal is only harvested from dead beetles. the list is long, but my latest interaction has been beyond shocking. Twice in the last month I have been caught by "back in stock" email notifications, which actually aren't back in stock. So you pay & order to avoid it being out of stock again, only to get a notification from the packer to say that it is still out of stock. After the last order, they refunded me the "not in stock" product (smells like a **** to me to get clients money in hand) and promised to send my parcel via overnight courier... when it didn't arrive 4 working days later I check with Dawn Wing to see it has gone to PE. On following up with FTN, I first get an agent email saying "my manager will be in touch" no apology, or we are trying solve nothing.. Then I get a call from someone pretending to be from Dawn Wing - blaming DW entirely for the mess up and that the parcel is once again coming via overnight courier. I called the number back to confirm it was the offices of FTN and not DW. Get the same story via email from the manager Ebi, who also blames DW.
one call to DW clarifies that in fact FTN had put the wrong postal code on the parcel - 6025 instead of the correct one listed on my address. I am disgusted that after the trail of incompetency, someone would actually try to blame another 3rd party instead of being honest enough to admit their mistake. Certainly not very efficient or honest "green ninjas" in my book.
Thank you for taking the time to write this review, although I am terribly sorry to hear of your frustrations :(
The in stock now notification is being investigated by our IT team, they are struggling to recreate the situation to find the bug, but rest assured they will find it and fix it.
We do the best that is humanly possibly to make sure that all our ingredients are safe and if you ever see an ingredient or product that you do not think we should stock - let us know. Either we can get the opportunity to explain why it passed our research, or perhaps research has changed since we last reviewed it. The point is that apart from the fact that there may on occasion be issues of human error (or little gremlins slipping through); industry information is by no means static and changes all the time. What you can trust is that we will react to your enquiry with lightening speed - nothing is more important to us than listing products that are genuinely safe.
I assure you, we would never blame a third party for anything if we were the ones to mess up. We will always take accountability for our actions good or bad and make sure that we learn and grow from them. In this case, the person who called you from the FTN landline, was indeed a Dawn Wing agent working from our warehouse and this time, unfortunately DW were the ones to capture the incorrect address on your order.
I have been informed that your parcel was sent overnight and that you have now received your order.
Please accept our humblest apologies for letting you down. I know that our customer service manager is in touch with you as well and I hope that your query has now been dealt with in a suitable manner.
Wishing you a magical afternoon ahead!!
Thank you for taking the time to write this review, although I am terribly sorry to hear of your frustrations :(
The in stock now notification is being investigated by our IT team, they are struggling to recreate the situation to find the bug, but rest assured they will find it and fix it.
We do the best that is humanly possibly to make sure that all our ingredients are safe and if you ever see an ingredient or product that you do not think we should stock - let us know. Either we can get the opportunity to explain why it passed our research, or perhaps research has changed since we last reviewed it. The point is that apart from the fact that there may on occasion be issues of human error (or little gremlins slipping through); industry information is by no means static and changes all the time. What you can trust is that we will react to your enquiry with lightening speed - nothing is more important to us than listing products that are genuinely safe.
I assure you, we would never blame a third party for anything if we were the ones to mess up. We will always take accountability for our actions good or bad and make sure that we learn and grow from them. In this case, the person who called you from the FTN landline, was indeed a Dawn Wing agent working from our warehouse and this time, unfortunately DW were the ones to capture the incorrect address on your order.
I have been informed that your parcel was sent overnight and that you have now received your order.
Please accept our humblest apologies for letting you down. I know that our customer service manager is in touch with you as well and I hope that your query has now been dealt with in a suitable manner.
Wishing you a magical afternoon ahead!!