Poor service

I chose The Mushroom Box because their website explicitly states "express shipping, which takes 1-2 business days to arrive." I placed an order on the 20th of December, paying extra for express delivery to ensure it arrived as a Christmas gift. However, on the 23rd, I received a notification from the courier that my parcel was being sent via Economy shipping. Confused and concerned, I reached out to TMB to clarify. Their response was dismissive: "Our website states express shipping will get your order dispatched within 3 working days. Which I believe it has been."

I pointed out that their website clearly claimed delivery within 1-2 business days, not dispatch within 3 days. They admitted the error, stating: "Oh my, seems we haven’t updated the shipping policy. At checkout we state dispatch in 2-3 working days but you’re absolutely correct the policy states arrival within 2-3 days. I’m going to call the courier company and upgrade your shipment now. Thanks for bringing this to my attention."

While this acknowledgment was appreciated, it was too little too late. I had paid extra for express delivery specifically to ensure my package arrived before Christmas. When I expressed my disappointment, TMB offered a goodwill gesture: "Would you be open to receiving a gift card with an additional R300 to spend on the store to make up for this inconvenience caused?" I accepted their offer, hoping it would salvage the situation.

Unfortunately, they failed to follow through on their promise. The gift card was never sent, nor was the additional cost of express shipping refunded.

I believe their products may be excellent, but their customer service leaves much to be desired.