Comment · Wed, July 29, 2020 · ND Owner
Disappointing Nootropics Depot Integrity has really slipped
Original post in this thread
LaLaIsLoved · 0 points
I've been a customer with Nootropics Depot since 2016 and in the last year, their Customer Service has really deteriorated. My most recent order, which was supposed to arrive last Friday did not arrive and went from a U.S.P.S. Arriving Late status to NO STATUS at all in the USPS tracking system - as though the package no longer exists. I have sent Nootropics Depot 3 emails requesting assistance - asking if they've ever seen a package go into a dormant status, as though it does not exist. Sadly, Nootropics Depot has refused to reply to my request for help. I place no blame on Nootropics Depot for the behavior of the USPS, but I DO think it's a mark of shadiness when a company refuses to reply to a paying customer. And ND's delay in responding is not because of COVID. They DID manage to quickly reply to my email last week with product questions, (which means potential money in their pocket), but they will NOT reply to a question about a missing package. It feels like now that they already have our money, they figure "What's the point in taking time to help this person? We already have their $$$." Very sad...
What they were answering
droolmaster0 · 2 points
interesting. For years, I have repeatedly gotten better service from usps than from fedex. I have decided to pay extra for priority mail, not only because of the greater reliability, but because they have a key to the apt building, whereas fedex needs to have me answer the door - and i miss the package if i am not available. maybe the area you're in makes a difference. I'm in SF. The worst carrier is DHL. I avoid them totally if I can. (LOL - and right after posting this, my fedex package from another company, scheduled for delivery today, went missing. This happens a high % of the time "No scheduled delivery at this time"
u/MisterYouAreSoDumb · ND Owner
For years you were probably right. However, FedEx lost the Amazon contract. So they got incentivized to actually compete. They were trying to win our business over for years, and we finally allowed them to present to us. They proposed a contract to us that would drastically improve times for us, and it would be locked into a service agreement between us. We did this just before COVID started. I am so glad we did, because FedEx, DHL, UPS and USPS have since suspended their delivery time guarantees. So if you order USPS express and it takes 5 days to get there, you are shit out of luck. No guarantees. Not our FedEx One Rate account, though! They are locked into a contract with us now, and they have to maintain the service levels per that agreement. So they actually pull resources from their main operations to ensure our shit gets out within the contractual delivery times. So just because you got a package from FedEx from another site doesn't mean it is the same service as getting it from us. We have a locked in contract with them that most vendors don't have. So FedEx delivers packages specifically from us to a higher level than any random vendor not locked into a contract with them. You need large volumes to even get FedEx to speak to you about these contracts. We just happen to have a shitload of volume these days. So we can leverage that for better service and deals from the carriers.
TL;DR- Shipping a package FedEx from us is totally different than FedEx from a random vendor. They are contractually required to deliver our stuff within a certain time, and they have suspended any guarantees for everyone else. We just got lucky on the timing of signing our contract with them.