“Received 3 bottles of Sweet Orange and Clementine dishwashing liquid 500ml which arrived promptly. However in the past my orders have had sticky tape on lid to keep all in place. With this order there was no sticky tape and all 3 lids were ajar, allowing liquid to escape into the box. I believe that the lids need to be taped shut in future..... thankyou.”
“They forgot my order. Good thing It was near to my work. When I visit them after two weeks of my order. Thats when they oly prepare my product. Thanks anyways.”
“Unfortunately I never received my package, as it was being sent to an old address. I emailed the customer service team the same day to try to change it but they did not get it in time and I never recieved my package.”
“I placed and paid for my order of Abode Surface Cleaner, then advised "Order Status Changed"!!!!! - my order was deleted and then credited and no reason given!!!!!”
“Incorrect product was sent. Initial Customer Service email response indicated correct product would be sent with reply paid for return however not actioned as yet. Now have confusing status update saying Awaiting Buyer Return. Can’t return product without correct product and reply paid. Generally would buy more products as wide product range advertised. Not sure now given disappointing service to date. Obviously these are challenging times but I really wanted the product as local shops no longer stocking it.”
“I have received the product I have ordered but customer service is not satisfactory. It took them 3 days for my order to leave their warehouse. This was really annoying since it was an urgent order and I had paid extra for Express Postage. I have contacted them through sales email address but have not received any reply.”
Hi Katherine,
Thanks for the feedback. We received your order 6pm on Friday the 8th March which was after 3pm Aust Post daily pickup. The 11th March was public holiday in Melbourne so the earliest day we could send order was Tuesday 12th March which we did. Once the order leaves us we are all at mercy of Aust Post.
Regards,
Kylie
“As a result of a prolonged shipment turnaround from a previous supplier I decided to try Buy Organics in the hope of finding a better customer experience. Unfortunately the time from order to the time the order arrived was over a week. Considering I also live in Victoria this was very disappointing. To make matters worse when I called to inquire what was taking so long the call went to message bank and I still didn't here back from anybody!”
Hi Robert,
Thanks for providing your review. We note that you ordered 5:42pm on Thursday afternoon and we dispatched your order on Monday with your nominated delivery option.
The tracking numbers are specifically emailed to customers to monitor the progress of delivery themselves. As per the shipping and returns information on our site, we advise customers to lodge any late deliveries directly with chosen provider (either online or via phone) as soon as they are concerned. This initiates the process with these courier companies real time, when the customer decides. Typically a the standard response rate will be provided in 2 business days. We are available to assist after this period has passed but cannot do anything until this enquiry has been initiated.
Whilst local courier deliveries "should" be next business day, there is no guarantee. Your parcel wasn't a next day delivery and took couple of extra days to deliver.
You should want to consider choosing Australia Post next time, they are usually more reliable in delivering consistently within two days locally but never next day. Some delivery zones are also serviced better or worse depending on the competency of the local driver. If you see a pattern of delays, try another option.
Regards,
“I was unable to apply a coupon due to a site error which required multiple emails and follow-ups. Eventually it was sorted out, but with so many other online companies to buy from, not sure if I'll use again...”
Thanks David for the feedback. We acknowledge the coupon didn't work and it took a few emails to get the issue sorted. We did apply the discount on all of your products even though not all were eligible. We hope to see you back again as the prices we have on Dr Organic are the cheapest in Australia.
Thanks Elyse for the review. When you replied advising there was an issue it was 10:22pm on Friday 22nd December when all staff were on Xmas break. We did reply on Jan 1st apologising and that we would resolve ASAP. We since express posted the correct product to you and provided you with a $10 store credit for the headache
