Response from the owner - 4 months ago
We are sorry to hear about your unfortunate experience with us relating to the delivery of your orders. We understand that quick, reliable, on-time delivery is important to our customers and we have the best intention to fulfill this need as much as possible.
Please understand that whilst we are based in Sydney, we distribute our products Australia wide and have thousands of packages leaving the warehouse each week . We have some of our own couriers, but also rely heavily on third party couriers to get our products to homes and businesses all over Australia. These courier companies operate independently from us, therefore once orders are dispatched from our warehouse, the safe and timely delivery of these orders are the responsibility of the courier.
We try our best to notify our customers of any disruptions to the delivery process, however we are unable to do so until the courier has advised us. More than 99% of our orders arrive on or before the expected delivery time and of course would love this to be 100%!
In the most recent instance for your order with us, there was an unexpected incident along the Northern Beaches courier run on Friday, which caused a delay to all deliveries. Unfortunately we were not at all notified in order to inform you of the delay (prior to your concern). We largely rely on couriers to communicate with us regarding any delivery updates or mishaps, so that we can keep our customers as informed as possible and do so as soon as we can.
Hope that helps to clarify & thanks for taking the time to let us know your feedback.