DM
Durand M
1 reviews | Active since Feb 2011
16 Sept 2026, 13:22
Support saved the day
While my order was a bit chaotic, the communication and follow up from support was excellent and they sorted out my issues. They were not able to provide a tracking number and weren't sure of the delivery status of my order. If I could recommend a few things. 1) You over communicated in the beginning. I don't really care about the internal documents generated or the orders status or serial number beforehand. I just want to know that the order was received, is being processed, and has been shipped. And 2) THE MOST IMPORTANT THING - use a courier with TRACKING NUMBERS. It wasted a lot of your business time trying to locate the actual shipment and, even then, I was told it had been delivered when it was in fact not. Your emails said that I should have received a tracking number so I started following up immediately. In actual fact, I was never going to receive a tracking number.
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Replies (3)
FirstShop's replyOfficial
16 Sept 2026, 14:23Hi Durand,
Thank you for taking the time to share such detailed feedback. We’re pleased our support team was able to assist and get the issues resolved, although we fully understand the frustration caused by the uncer*****y around the delivery.
We appreciate the points you’ve raised. We are continuously working to improve these processes, and changes are already being made to simplify the communication around orders and improve the overall delivery experience.
As a quick FYI, while not all couriers we use offer online tracking facilities, the majority of shipments handled by RTT can be tracked directly on the RTT website using the tracking number shown on the invoice sent via our system to customers once the order has been shipped.
Thank you again, Durand. We genuinely appreciate both the positive comments about our support team and the constructive feedback on where we can improve.
FirstShop's reply16 Sept 2026, 14:23
Official
Hi Durand,
Thank you for taking the time to share such detailed feedback. We’re pleased our support team was able to assist and get the issues resolved, although we fully understand the frustration caused by the uncer*****y around the delivery.
We appreciate the points you’ve raised. We are continuously working to improve these processes, and changes are already being made to simplify the communication around orders and improve the overall delivery experience.
As a quick FYI, while not all couriers we use offer online tracking facilities, the majority of shipments handled by RTT can be tracked directly on the RTT website using the tracking number shown on the invoice sent via our system to customers once the order has been shipped.
Thank you again, Durand. We genuinely appreciate both the positive comments about our support team and the constructive feedback on where we can improve.
DM
Durand M's updateReviewer Update
16 Sept 2026, 14:28Well, that's nice. However, I wasn't told the courier was RTT and I wasn't provided a tracking number - as I said. So ... that's kinda useless information to me. And your support said: "we don’t have the tracking details" in an email. So they didn't know this either. You just have to look at the email trail. It was a severe logistics failure.
I'm not sure why you're telling me this. Perhaps you should tell your own people.
I'm not sure why you're telling me this. Perhaps you should tell your own people.
DM
Durand M's update16 Sept 2026, 14:28
Reviewer Update
Well, that's nice. However, I wasn't told the courier was RTT and I wasn't provided a tracking number - as I said. So ... that's kinda useless information to me. And your support said: "we don’t have the tracking details" in an email. So they didn't know this either. You just have to look at the email trail. It was a severe logistics failure.
I'm not sure why you're telling me this. Perhaps you should tell your own people.
I'm not sure why you're telling me this. Perhaps you should tell your own people.
FirstShop's replyOfficial
16 Sept 2026, 16:56Hi Durand,
You are correct, and we apologise. Your feedback has highlighted a flaw in a new process on our side, particularly around how courier and tracking information is being communicated internally and to customers.
We are actively working on correcting this process so that the right information is available and communicated consistently going forward.
Thank you for bringing this to our attention.
FirstShop's reply16 Sept 2026, 16:56
Official
Hi Durand,
You are correct, and we apologise. Your feedback has highlighted a flaw in a new process on our side, particularly around how courier and tracking information is being communicated internally and to customers.
We are actively working on correcting this process so that the right information is available and communicated consistently going forward.
Thank you for bringing this to our attention.