Comment · Thu, June 11, 2020
Anyone else had problems with ND not sending orders?
Original post in this thread
KingOfCardio · 2 points
I did my first order from Nootropics Depot over 3 weeks ago. I emailed about to confirm shipping times, and was told 2-3 weeks. I placed an order at the same time from iHerb, and it arrived in 3 days (free shipping too).
2 weeks after my order the tracking number wasn't valid - turns out they hadn't sent my order.
3 weeks after my order, the tracking number shows up, but it's 'on hold' as DHL don't have all the information from ND. It hasn't left the US yet, and I'm on the other side of the world.
Customer service are giving me the runaround. I have all the correspondence, so I might just do a chargeback on my credit card because the evidence is all in writing.
Does anyone have similar experiences?
What they were answering
KingOfCardio · 2 points
Hello, thanks for jumping in here. If the response to me first raising the issue was “Hi, sorry, I’ll chase this up and let you know”, then that would have been the end of it. It sounds like you’ve got a few business processes that need addressing, but you generally run a pretty tight ship. All good. And now I know I’m not losing my money. I’ll be in contact, and hopefully this gets resolved soon.
I was surprised by the shipping, because I’ve shipped a lot of stuff nationally and internationally. DHL have been the best, and Aramex the worst. Although, I’ve never used DHL ecommerce, and maybe Aramex’s NZ branch (fastway) is just bad.
u/MisterYouAreSoDumb
If the response to me first raising the issue was “Hi, sorry, I’ll chase this up and let you know”, then that would have been the end of it.
100%. That's how we train our support specialists, and that is how they should have responded. The support agent in question is no longer with our company as of today. So again, I apologize for the runaround. My entire support team is working from home right now because of COVID-19. So it has been a challenge to manage in the same way we were before. It's a work in progress, and we are certainly addressing the challenges of managing a remote support team.
I was surprised by the shipping, because I’ve shipped a lot of stuff nationally and internationally. DHL have been the best, and Aramex the worst. Although, I’ve never used DHL ecommerce, and maybe Aramex’s NZ branch (fastway) is just bad.
DHL Express is very good. They are just a totally different network than DHL Ecommerce. Aramex has only responded to us once, and they quoted us $38 for your shipment to NZ. We think they quoted us the express option, but they have not responded to us after we asked for clarification. Now hearing you say they suck, perhaps we don't even want to consider them. We are talking with FedEx right now about a couple of their options. They have an equivalent option to DHL Ecommerce, which operates the same way. However, they have a slightly more expensive option that essentially has FedEx pick it up from us, travel through the FedEx Express network, fly on FedEx planes to the various countries, clear through FedEx's separate customs system, then has FedEX deliver it to the local post office for the customer. Then the local postal system takes it the final leg. Frankly that would be ideal, as 90% of the journey would be in the FedEx network, with the same tracking number, same handlers, etc. If we can make those numbers work, we might switch to that. It might raise the price a dollar or two, but if it significantly cuts down transit times, and make the tracking update properly, it would be worth it. We have a new contract with FedEx Express inside the US that is working very well right now. So that gives me hope that this international service might be our answer to things. I am crossing my fingers.