“I am a first time customer to Organics Online, and I must say I was very impressed with the service and speedy delivery of my product. Will definitely use you again. Thank you!!”
Thanks for the feedback Grant. We did ship your weekend order on the Wednesday which was slower dispatch than normal. The Schmidt's deodorants have proven extremely popular and we have been caught out not holding enough stock. We have ample stock levels now and we should be ok dispatching same day next time for you.
Regards,
Kylie
“The reason I buy online is because, being older, on my own and without a car, I expect things to be delivered at my place. If I have to walk 20 mins. to the post office, as there is no direct bus from my place, to pick up a parcel and then walk 20 mins back home with the parcel, it defeats the purpose and might as well buy from local shops, which are plenty and cheaper than Buy Organics (I live near Bondi Junction where there are lots of shops that sell organics).
I could have paid much less for the Dr Bronner liquid Castle soap ($94.95 + $8.95 shipping = $103.90) at the local shops but it weights around 5kg. which is too much for me to carry. I explained this to Buy Organics Online on an email I wrote to them when, even though I was home when the parcel was supposed to be delivered, it wasn't. Australia Post lied about coming and no one being home and no instructions on my part as to what to do with the parcel and I have complained to them as well but my issue here is with how Buy Organics took no responsibility in this matter whatsoever.
A woman, by the name of Debbie, called me and promised me she was going to fix this, she didn't even try, she didn't take my calls or reply to my emails after that initial conversation. After nearly two weeks of waiting, and when Australia Post was going to send the parcel back which would have cost me and extra $20, as they wouldn't have refunded me the shipping cost, I had to catch a taxi to pick up the parcel from the post office. That added another $12 to the expense of buying these items so now unsure if I should have let Australia Post return the items but, given the way they behaved, I feel I cannot trust Buy Organics to refund my money either. I found Buy Organics in total contempt of me as a customer and will never again buy from them.”
Thanks for providing your feedback Cecilia.
There are always two sides to every story so we are happy to present the facts as they actually happened. We are more than happy for anyone reading these reviews to make their own minds up on this issue.
1. Your specific delivery instructions are automatically populated onto your shipping label. (you control this - we dont alter or amend them) In this case, you requested signature on delivery and no instructions were included to leave parcel, no mention to leave with neighbor who is always home and no mention of your mobility issues. As far as Australia Post were concerned your parcel required signature on delivery or for you to collect from post office to sign for it there. This is what you asked for. This is what happened.
2. Our customer service manager, Debbie phoned you shortly after we received your message about the problem with delivery. I specifically heard Debbie say, we would also contact our Australia Post representative to see if we could HELP resolve - not, we would fix. We are NOT Australia Post, so have no influence over their operational decisions. You had already logged an official complaint with them. Debbie contacted them as soon as your call finished to see how we might help.
3. We actually did contact Australia Post on several occassions to seek updates, including passing on the special request to redeliver the parcel with your revised delivery instructions (missing from first order). We did advise you of this and spoke with you on at least one more occassion after the initial phone call. We probably spent 20-30 mins chasing this up with Australia Post. Your assertion we did nothing is false.
4. Australia Post confirmed after they had contacted the driver, they were satisfied with driver explanation that they attended your property when the scan indicated. Although you have made the accusation that they are liars, this is usually verifiable by GPS markers when the scan was done saying nobody was at property on that date & time. They would look this up and see GPS scan was at your address, no doubt.
5. Australia Post advised they would not redeliver and that you would need to collect in person.
6. When Debbie spoke with you on the last occassion, you were not willing to discuss options to resolve, but rather were unreasonable, aggressive and very rude. We had internally discussed paying an additional fee to redeliver the parcel - to help you out. But rather than even allowing us the opportunity to discuss this, you shouted us down on the phone.
So there is absolutely no confusion, you and only you were responsible for this situation. We understand It is easier to blame someone else when it doesnt work out. Everything we did was to assist you resolve the situation that we did not cause, your lack of instructions for delivery did.
If you spoke with Australia Post in the same manner that you spoke with our staff, it is little wonder they were unwilling to go over and above for you.
So glad you were able to get into a taxi and retrieve the parcel for $12. Looks like there was a fairly straight forward solution was always available. If you had of mentioned that as being an option we probably would have said, we would cover it. Instead everyone wasted time and copped your unwelcome / unwarranted abuse.
We've added a store credit for the $12 to your account. Not because we accept any blame and not because of your one sided, distorted account of the facts. But rather to highlight, we were always willing to assist in resolving. You can log into your account and see it's there, just in case you still dont trust us. If you dont want to use it, that's up to you.
We are very fair, reasonable and always willing to go over and above to assist our customers. This is why our customer feedback is typically always above average. In return, its not unreasonable for our staff to work in an environment that does not accept foul language, rude and unreasonable customer interactions.
Please remember to add specific delivery instructions to all your online orders. When you do, it is most likely that your expectations on delivery should be met in future.
Regards,
Buy Organics Online
“Items arrived via Australia post. The products inside the box (chia seeds) were split open and spilt throughout inside of box and spilling outside the box also. Packaging could be better to forsee this eventuality. I was offered a store credit to compensate the lost product”
Thanks Helen for the feedback. We agree it wasn't an ideal situation that we were unable to complete your order. The importer advised the product was expected in the country at different stages and it didn't happen. We sent you the one unit and refunded the two as soon as you requested. We will let you know if the product comes back into the country at any stage in the future.
“Received my order Quickly and all product was great! Love to see more natural Beauty products on your site without any of the chemical nasties added.”
