“Really disappointed we didn’t get to use these at our gender reveal. Website says 1-2 days shipping for Sydney but to contact if unsure. I wanted to check if the public holiday would throw this off and if I needed to select express for my order.
Tried the live chat function on the website, no response despite leaving email. Called twice, no answer. Facebook messaged at last resort and waited hours before I just ended up ordering with express shipping assuming this would be next day shipping if standard was 2 days.
They eventually got back to me that night saying they would confirm with their courier in the morning if it would make it and refund me if not. I never heard back and haven’t received notice of my order being shipped/refunded so have assumed they will not make it in time. I get public holidays make things tricky but the customer service and communication was a miss. Not clear on what the express shipping option is.”
Hi Bec,
It's upsetting that you have chosen to leave a review just 24 hours after ordering.
Let's take a quick look at the timeline of events
Wednesday 11:50 - A facebook message was sent to us
Wednesday 15:42 - Your order was placed with us
Wednesday 17:35 - We responded to your facebook message advising it was unlikely your order would arrive, however we would check with our courier and process a refund if it could not
Thursday 10:00 - A cancellation and full refund was processed
Thursday 18:40 - You sent a facebook message
Thursday 22:26 - Your negative review was posted
Friday - Australia Day Public Holiday
Our website is abundantly clear on its despatch & delivery times. Orders are despatched the day after the order is placed. Via "Standard courier" we have outlined delivery times to major areas. "Express delivery" is exactly that - it is a courier's express service. Express service with any carrier is overnight to major cities. If you were to use Australia Post Express or TNT you would expect it to arrive the next business day provided the delivery address is in a major city. In the case of your order, delivery would occur on Monday (3 calendar days after you needed the order).
Some staff will go above and beyond to try and help our customers, often this will involve speaking directly to our morning courier and asking if they can ensure a consignment is with a delivery driver that same afternoon. While this is rare it can happen in a few areas of Sydney.
It appears that it is your assumption of an express courier being the same as a 'same day' courier is incorrect.
Your order was cancelled and refunded in full (despite our cancellation policy requiring a 5% restocking fee), you can view these details by clicking 'view my order' in your original order confirmation email.
While it is rare that some people are unable to understand our delivery page, some people may require a special explanation such as this. We will continue to revise the clarity at which this information is relayed.
Hi Cameron,
We're sorry to hear you feel this way and have chosen to leave a negative review. We'd like to explain why there was such a lengthy delay with regards to you receiving your order.
When purchasing the product "I will send the results for my gender reveal - read description" we recomend customers read the product description. Directly below the Buy Now & Add to Cart buttons for this product customers are advised in large bold letters to follow the link and purchase the correct item if they know the exact colour they require. Alternatively If a Customer chooses to purchase this product we require the customer, or friend send an email with the order number and colour (gender) required as outlined in the product description.
While your original order was placed on January 25th at 9:47pm, We received your Facebook messeage on January 31st at 4:54pm enquiring on your order status, our staff replied at 11:04am on Feb 1st stating we had not yet received an email with the colour/gender required. Your gender confirmtion was received at 2:31pm that day and the order despatched via MailPlus Express on Feb 3rd. As it was sent to an extremely remote location 112km from Rockhampton it arrived on Feb 9th.
When ordering a product or service we strongly recomend purchasing the correct product for your needs in addition to reading the acompanied product description. This will provide you with any instructions or requirements for the products or service.
“I got my friend to order my gender cannon and do all the online stuff just to receive the order and have the gender written on the package!! Absolutely furious!! Completely wrecked my gender reveal as we didn’t know ourselves!!
For a company specialising in this product, I would love an explanation as to how this happen??”
Hi Sarah,
We'd like to look into this further for you as this is not something that happens with our concealed range. Can you please reach out to us with your order details as we do not have anything listed under your name or email address?
“Not happy at all, website says orders placed before 6am are sent with the courier at 8am that day. I ordered at midday on the Wednesday with delivery only to Newcastle from Sydney and it wasn’t dispatched until late afternoon on the Thursday so didn’t arrive in time.
Phone calls were not answered and emails not responded to. Very poor service.
Can’t review the quality of the item as I have no use for it now, a waste of $60”
Hi Teagan,
We're sorry to hear that you're not happy with our service.
As per our delivery page, we strongly recommend customers allow additional time due to the current lockdown as all couriers are experiencing heavy delays due to the increased workload. We also recommend speaking to us directly if you're hoping for a best-case scenario.
Unfortunately, it looks like you've missed these two warnings in addition to our website stating that it will take 1-3 business days to arrive with you as a best-case scenario. As your order was placed on October 27th and arrived with you on November 1st, this is exactly as per our delivery page's guidelines.
We'd also like to address the despatch time. Interstate & intercity trucks do not leave the courier depot until after 5 pm. For this reason, we aim to have all local Sydney metro deliveries despatched first, followed by interstate deliveries. Regardless of the pickup time for interstate/city consignments, they won't leave Sydney until after 5 pm.
An email regarding the despatch of your order was received at 9:50 am the day after your order, as it was not read until after your order was despatched and the tracking details sent to you, there was no need for a reply. We apologies if this required a separate response.
We do have options for both expedited and express delivery options. Unfortunately, neither of these were selected.
We're not entirely sure why you've chosen to leave us a 1-star review when we've delivered your order in the exact timeframe advertised. If there is an alternate reason other than what you've outlined in the review we'd love to make things right by you.
