When an order contains a large quantity or numerous controlled items that cannot be safely shipped in a single parcel, we must split the shipment into two for the customer's safety and request a second shipping charge. In this instance, we assure you that we do not profit from this additional charge; in fact, the actual shipping cost may exceed what we charge.
Regarding the delay in shipping the order, while we investigated the reasons for the ten-day hold, we did not account for the timing of the order in relation to the discount code offer. Had we been informed that the customer missed the opportunity to apply the discount code at that point, we could have accommodated that request.
We are confident that we can reach a compromise regarding the missed discount. If
@buffaloindierock can reach out to our help team with the order number for further assistance.
I appreciate you addressing this. I'm not looking for a discount or coupon code, and of course, one wouldn't go unappreciated, and I'm not even mad that I missed the sale. If things had gone normally, nothing would be different other than my order would have been dispatched much sooner. I'd have missed the sale and shrugged it off.
It's just frustrating to find out that no attempt was made to dispatch the paid part of the order or contact me to request the remaining funds until I reached out. The timing of the sale just added insult to injury, as was reading on Telegram how people purchased during the sale AND got their orders dispatched before I did.
But to be honest, it was frustrating to know that if I used an affiliate code or the September coupon, it would've taken enough off the top to cover the additional shipping and then some. To be asked for the $30 right in the middle of the promotion who's savings would have more than covered the additional shipping, I felt like an absolute chump.
You have the opportunity to look at this situation and possibly improve your process for all. You didn't ask for it, but here are my suggestions:
1. Improve the communications and process internally. Someone should have seen that there was an order on hold, that no tickets were started to address the issue, and then someone should have reached out to the customer. If you have this process already in place, then hopefully you will address why it failed.
2. I ordered Morr-F, which I had no idea came in giant cartons and this was at the root of needing the second shipment. It would improve the process for the customer if certain items could be flagged in the system so that they can pay the additional fee upfront. Alternatively, if you are able to repack bulky cartons, like Morr-F, it would allow for larger orders in fewer parcels, with less shipping hassles for you. You repack other things very well, and nothing's ever arrived to me in poor condition. I know you can do a good job at this if this option is on the table.
3. Understand that when you request additional money after the transaction, that a lot of us don't have BTC sitting in our wallets and we buy/exchange it on an as-needed basis. So buying an additional $30 worth of BTC unexpectedly is going to incur a cost on the customer's part. It was an added cost and added hassle.
4. The mismatched hCG. Stockouts happen, I know. You take a lot of orders, systems don't sync up and mistakes happen. Unfortunately I got a brand of the product I consciously chose not to order and even though the difference was only $1.58 for each item, it's not like that showed up on my account as a credit. It's just very bad form.
I'm sorry for putting this up on a message board for all to read, but I think others deserve to know to be mindful that the system doesn't do a perfect job in calculating shipping for non-pill products, and that unforeseen issues can arise. If one isn't getting notice that their order has closed, or they don't have tracking yet, it's completely reasonable to reach even though it's only been a few days since ordering, and reaching out early is generally discouraged.
