Hi, Sorry too hear this. As you are aware, We have had some problems with sending magazines internationally due too royal mail strikes and cyber attacks, Both no fault of our own and out of our control. Since then, We have worked super hard to find an alternative too letting customers down. This is when we have found a new mailing system which is very new but so far, working quicker which is great. Although we cannot offer tracking for your country for delivery, We can estimate a maximum time scale for delivery of 30 days before we compensate accordingly.
I have spoke with you a few times on email too help you understand this and have reassurance that the service will be provided but at the moment, We just ask for that 30 days too be allowed.
Thanks for your patience.
Thanks, Ellie :)
“I have subscriptions for Brittanica and Lego Ninjaro for my grandchildren in Australia they absolutely love the magazines and can’t wait for the post to arrive.”
“Ordered magazine for my mum as she is housebound. Arrives on time every week. Given plenty of notice of when current subscription is coming to an end so it can be renewed in time.”
Hi, Hope you are ok. I hope you understand originally, We used royal mail and due to there strike action and the cyber attacks which are both out of our control, The deliveries internationally suffered massively. This really saddened us and we knew we had to do something for our customers. This is why we decided to work hard for a resolution and this is when we found a new mailing system which is more consistent. Hopefully, Deliveries will improve but at this time, It is all trial and error. It is out of our control how fast it is delivered, But we do ask customers to allow a very maximum of 15 days in Europe and if it arrives after this date, Too let us know so we can compensate.
Since your first issue was sent on the 26th Jan 23 I would expect it too have arrived by now but if it has not, let us know so we can help you further!
Sorry for any inconvenience, Ellie😊
“What can I say, I renewed my subscription again for 2023, just received the first issue, which was not what I ordered, someone got it wrong I want pocket Codewords collection and not Crosswords collection… what happens now?? I’m very disappointed , waiting for a reply”
I have emailed you back already regarding this, We do not work weekends hence the delay in a response.
This issue 184 sent was the last issue of the old subscription/current not the renewal. This would have been a picking error when the magazines were being packed. I can also confirm after checking your renewal, Everything is fine and you are down for the right magazine 'Puzzler Pocket Codewords collection'.
I will have this current copy of the correct magazine resent as soon as possible for you.
These packing errors can happen as we have a small team in distribution and although their attention too detail is usually amazing, If we are busy you can probably imagine this is not always noticed and mistakes can happen but we always resolve them for customers.
Sorry for any inconvenience and Thanks for your understanding😊.
Thanks, Ellie
Hi, Thanks for leaving your feedback! If there is anything we can do too achieve 5 stars let me know, As this means a lot to us! Glad you love your relaxing colouring books! Thanks, Ellie :)
“Thanks for your continued excellent service. I have had magazines delivered reliably to Australia, for the last 2 years. When needed, the enquiries team have responded very quickly. I like the regular emails indicating how many issues remain in my current subscription.
Helen, Brisbane.”
Hi, Sorry too hear this. I would love too know if this confusion is with our service/order or with the content in the magazine. This is useful too know as we cannot control the content but can control the service. I would also like information as to how this is the case and what you as a customer think we could do too improve. I can see you have a full year sub and only had two issues of it so far, So let me know what we could implement to make your experience more positive for your remaining time!
Thanks, Ellie :)
“I receive 3 magazines at one time. Then don't receive in a long period of time. Very frustrating. Also I reached out about this problem with no reply.”
Hi, I have replied too you on two occasions via email, Once on the 25th of Jan 23 at 10:37am UK time and the other just today at 11:30am. I responded to both of them the day after you emailed us with questions.
Please see copied email below:
'I am so sorry to hear about this!
Please consider we have been sending magazine as normal from our end, Using priority air mail royal mail. For any magazines going to Canada, We ask the maximum of 30 days is allowed.
This service is new to us. We will be sending the magazine from our end as usual and in regards to the new service we are using, We can really only hope that the delivery is improved. It should be faster than royal mail, As royal mail has been delayed due to strikes causing backlogs. Since a different service is being used, We expect improved deliveries per issue but it is all trial and error at the moment. A few customers have gotten back saying magazines have arrived faster, So this is promising.
Thanks for getting in touch. If you are happy too allow time and see if this improves your welcome too but your also welcome to cancel at anytime.'
I must add, We have tried our hardest to keep our customers satisfied during the cyber attacks in the royal mail which was entirely out of our control and did cause delays. The royal mail have also had strikes and this has had a knock on effect, All things as a business is out of our control. What is in our control however, Is how we deal with the situations in which we have worked endlessly to get magazines out and change services for our loyal customers who stuck by us.
Hope this clears things up for you!
Many Thanks, Ellie :)
“I love receiving my Sudoku Grand Masters through the post. I know I will receive it regularly whereas before when I was buying it over the counter, it usually meant I had two or three visits before I found it and the shop staff were not helpful if I asked when it was coming in”
So glad to hear your enjoying your everyday arrowords subscription! If there is anything we can do too achieve a full 5 stars please do let us know. Many Thanks, Ellie!
