“I haven't received my goods yet ... I did not realise that they would be coming through Australian customs, originating in New Zealand, or I would not have purchased from you. You should make it clear that the goods are not in Australia!”
Hi there David, thank you so much for this feedback!
It is standard practice for ecommerce businesses to use specific URLs for different domains. We do state on our About Us and Shipping Information FAQ pages that we are based in Wellington, New Zealand. All advertied shipping times are based on this location but I'll make sure your thoughts reach the necessary people and we'll see what we can do to make this clearer on site 🙂
“Not an Australian business despite web address. International transaction fees apply. Delivery times are unrealistic for international delivery. Took 10 days for delivery not the advertised 4. delivered by Australia post but that’s once in Australia. Deceptive company will not use again.”
Hey Darryn, thanks for this review!
Regarding our URL, it is standard practice for ecommerce businesses to use specific URLs for different domains. We do state on our About Us and Shipping Information FAQ pages that we are based in Wellington, New Zealand. All shipping times are based on this location, and as advised in our emails to you, unfortunately there was an unprecedented delay with both courier partners which resulted in your package missing the shipping time frame advertised on site which we sincerely apologise for 🙂
We hope that you are enjoying your products, and if you run into any issues with them please do not hesitate to reach out to our friendly customer care team who is more than happy to help you out!
“Firstly, I want to stress that I received very good customer service from Bree, who was very helpful.
I cannot give a rating because I did not receive my purchase.
The delivery was arranged through DHL, and I paid express, but they proved to be totally incompetent and failed to deliver my item.
DHL first sent my parcel to an isolated pickup point that I could not access and then sent drivers to deliver the item 3 times to my home address, but would not leave the parcel, even though I requested that they do so, because they said their contract with ATMS required them to deliver the parcel directly to me and they could not leave the parcel at my address if I was not present. I found this completely ridiculous, because I work during the day. All I received were "sorry we missed you" notes.
I have no idea what became of my order.
I have complained to the GM of DHL and the Customer Service Manager, and I understand that Bree from ATMS also contacted DHL and asked them to leave the package as I had requested.
I would have thought the primary function of a delivery service was to deliver the item.
I ordered my purchase in plenty of time and paid express postage as it was a birthday gift.
I have not had any contact from DHL, so can only assume they have returned my order to you.
I am very disappointed in how this has turned out. It was an expensive exercise that has completely put me off making online purchases.
DHL are appalling, a carrier pigeon could have done a better job!!”
Thank you so much for this in depth and thorough review, we are so very sorry to hear about the experience you have had when shopping with ATMS due to the handling done by the couriers.
We'll make sure that we do not rest until we have resolved this in the best way possible with you, and Bree will be reaching out to you shortly via email in attempts at getting this finally delivered. Please keep your eyes peeled for any incoming emails from our customer care team!
Hi there, thank you kindly for your review!
We provide all our company's information and location in the About Us and Shipping Information sections:
https://adulttoymegastore.com.au/heat/ATMS-HQ/2020/04/29/australia-shipping-information/
It's super common for businesses to have multiple domains locked into the country they are wanting to service, this is to avoid any address and delivering issues that might come about and prevent the headaches that would occur if we only had the one system for global addresses 😊
Oh no, we're so sorry about this!
We can see you have not reached out to us directly so thank you for letting us know through this review - one of our friendly customer care team members will be reaching out to you now!
Please keep your eyes peeled on your inbox 👀
Oh no Stacey, sounds like you have a faulty item on your hands! We can see you have not reached out to us directly so thank you for letting us know through this review - one of our friendly customer care team members will be reaching out to you now so we can see what can be done to resolve this!
Please keep your eyes peeled on your inbox 👀
Hey there, thanks so much for your email! Really sorry to hear this, we've double checked your tracking on your order and can see this was delivered shortly after you left this review.
Someone from our friendly customer care team will be reaching out to you just to make sure you've received it now 😊 Please keep an eye on your inbox for any incoming emails!
Oh no! Thank you for submitting this review and letting us know. Our friendly customer care team is reaching out to you directly so we can look into resolution options together. Please keep an eye out for their email ☺️
Hi there, due to the intimate nature of the products we sell we are unfortunately unable to accept and returns or exchanges. We are reaching out to you now for more information and to see if we are able to help rectify this for you 🙂
Hi there, thank you so much for letting us know! We have reached out to you now regarding your faulty product so we can get this resolved for you ASAP 😊
Hi there, thanks for the review. 😊
So sorry to hear you have yet to receive your parcel!
Please get in touch with us so we can resolve this ASAP for you
Hey there, thank you for your feedback 😊
I can see that we were in frequent contact regarding the major courier delays around the country to keep you as up to date and in the loop as possible. We appreciate your the continued patience and understanding you showed us while we navigated this unprecedented event.
“Very unhappy, was advised I would receive order by end of last week- followed this up after that fact, and was told because I’m not in metro location. Mia guided when this should have been checked prior to supplying my this details. Still waiting and approaching 2 weeks since ordered and paid for express”
Hey Claudene, thank you for leaving your review!
I can see that we have been in communications for a while trying to resolve what has happened with the courier and your parcel! We will email you again regarding this as a follow up ☺️
“The on and off button stopped working after a week and would randomly turn on when I charge it and it won't let me turn it off until the battery dies.”
Hi there - thank you for the review! 😊
Discretion is super important to our customers and us, so we are very sorry to hear you are upset with how we handle things.
In terms of emails, customers have to opt into receiving promotional, savings and discount email notifications. Every other email we send is in regards to an order being placed, dispatched or delivered.
