JM
Jaco M
1 reviews | Active since Feb 2019
24 Apr 2024, 18:10
Never again
I'm not sure where the positive community reviews are sourced, but my experience is awful. I knowingly ordered an "In stock at warehouse" item with an expected delivery time that "can vary from 0 to 12 working days". I paid at the same time. It's now 13 working days later, and still no delivery. When I get an email reply, "The item has just arrived and we're unpacking". Then a couple of days later, "The courier is en route to collect as we speak". That was two days ago. It's a terrible first and last experience for me.
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Replies (2)
ITworkup's replyOfficial
25 Apr 2024, 11:48Greetings Jaco,
We sincerely apologize for the 2-day delay beyond the expected timeframe. We take full responsibility for this inconvenience and understand that the reasons for the delay might not alleviate your concerns, but we would like to briefly explain what happened, as previously discussed via email.
Your robot vacuum cleaner was delayed due to FedEx and customs hold-ups. Here is the tracking proof that shows your order left our warehouse on 2024-04-12 and was only delivered to us by FedEx on 2024-04-24.
Fedex Tracking Link: https://bit.ly/4aNcRh7
We actively communicate with FedEx to prevent such delays and can provide transcripts where FedEx has acknowledged and apologized for the inconvenience.
Your order was shipped today and has already been collected for delivery; it will reach you tomorrow. This delay extended only 2 days beyond our promised delivery period:
https://drive.google.com/file/d/1y-VwnNGHjhnTy-gXwWhIDBvWf6XvIfYc/view?usp=sharing
Product proof photos:
https://drive.google.com/file/d/1gKomRNwEW9-cPKCsubqwCNpWOtiOedg7/view?usp=sharing
https://drive.google.com/file/d/1AnEF-W7LdVwkQPtQnEUx8qVqW5nWTPhN/view?usp=sharing
https://drive.google.com/file/d/15YogD_x8k1BafbzgdWWh0dpUSaTcWj0H/view?usp=sharing
We value open communication with all our customers and have ensured we responded to every email and call from you.
As a gesture of our commitment to your satisfaction, we are offering you a R500 discount coupon, which you can use for the full value on any product available on our website. Please contact support @ itworkup.co.za to claim your coupon.
Thank you for your understanding, and we wish you a wonderful day!
Best regards,
ITworkup - Level up your IT Team
ITworkup's reply25 Apr 2024, 11:48
Official
Greetings Jaco,
We sincerely apologize for the 2-day delay beyond the expected timeframe. We take full responsibility for this inconvenience and understand that the reasons for the delay might not alleviate your concerns, but we would like to briefly explain what happened, as previously discussed via email.
Your robot vacuum cleaner was delayed due to FedEx and customs hold-ups. Here is the tracking proof that shows your order left our warehouse on 2024-04-12 and was only delivered to us by FedEx on 2024-04-24.
Fedex Tracking Link: https://bit.ly/4aNcRh7
We actively communicate with FedEx to prevent such delays and can provide transcripts where FedEx has acknowledged and apologized for the inconvenience.
Your order was shipped today and has already been collected for delivery; it will reach you tomorrow. This delay extended only 2 days beyond our promised delivery period:
https://drive.google.com/file/d/1y-VwnNGHjhnTy-gXwWhIDBvWf6XvIfYc/view?usp=sharing
Product proof photos:
https://drive.google.com/file/d/1gKomRNwEW9-cPKCsubqwCNpWOtiOedg7/view?usp=sharing
https://drive.google.com/file/d/1AnEF-W7LdVwkQPtQnEUx8qVqW5nWTPhN/view?usp=sharing
https://drive.google.com/file/d/15YogD_x8k1BafbzgdWWh0dpUSaTcWj0H/view?usp=sharing
We value open communication with all our customers and have ensured we responded to every email and call from you.
As a gesture of our commitment to your satisfaction, we are offering you a R500 discount coupon, which you can use for the full value on any product available on our website. Please contact support @ itworkup.co.za to claim your coupon.
Thank you for your understanding, and we wish you a wonderful day!
Best regards,
ITworkup - Level up your IT Team
JM
Jaco M's updateReviewer Update
25 Apr 2024, 14:57Your communication was undoubtedly not open or honest.
Thu, 18 April: First email sent
Sat, 20 April: Second email sent
Sun, 21 April: Rep****: "We'll confirm in the morning."
Tue, 23 April: Third email sent
Tue, 23 April: "The courier is en-route to collect."
Wed, 24 April: You only received the item.
Thu, 25 April: The courier actually collected, and I received a tracking number.
I suggest you update the language on your website. Setting realistic expectations and avoiding disappointment will serve you well to ensure repeat business.
Thu, 18 April: First email sent
Sat, 20 April: Second email sent
Sun, 21 April: Rep****: "We'll confirm in the morning."
Tue, 23 April: Third email sent
Tue, 23 April: "The courier is en-route to collect."
Wed, 24 April: You only received the item.
Thu, 25 April: The courier actually collected, and I received a tracking number.
I suggest you update the language on your website. Setting realistic expectations and avoiding disappointment will serve you well to ensure repeat business.
JM
Jaco M's update25 Apr 2024, 14:57
Reviewer Update
Your communication was undoubtedly not open or honest.
Thu, 18 April: First email sent
Sat, 20 April: Second email sent
Sun, 21 April: Rep****: "We'll confirm in the morning."
Tue, 23 April: Third email sent
Tue, 23 April: "The courier is en-route to collect."
Wed, 24 April: You only received the item.
Thu, 25 April: The courier actually collected, and I received a tracking number.
I suggest you update the language on your website. Setting realistic expectations and avoiding disappointment will serve you well to ensure repeat business.
Thu, 18 April: First email sent
Sat, 20 April: Second email sent
Sun, 21 April: Rep****: "We'll confirm in the morning."
Tue, 23 April: Third email sent
Tue, 23 April: "The courier is en-route to collect."
Wed, 24 April: You only received the item.
Thu, 25 April: The courier actually collected, and I received a tracking number.
I suggest you update the language on your website. Setting realistic expectations and avoiding disappointment will serve you well to ensure repeat business.