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Réponse de Adultsmart

4 oct. 2016

We offer a full refund or exchange for faulty products or goods not as described.

Anna our customer service co-ordinator has called JJ and left messages on four occasions but has not had a return call JJ. She also sent this email -

Date: Fri, Sep 16, 2016 at 11:54 AM
Subject: ADULTSMART ORDER # 16870
To: *****************


Hi JJ,

Thank you for your recent order with us at Adultsmart.

Sorry to hear though...that you are dissatisfied with the product purchased... We value your custom, and we would like everybody to have a pleasurable experience shopping with us at all times.

I noted you have left negative feed back on Trust Pilot - (who are independent from us), and we would like to rectify your experience with us, so it's a positive for all of us. I have called and left a message on your voicemail, as I would like to offer you, a replacement product to the value you have spent.

If you could email me back a suitable time to call you, so we can resolve your issue OR please feel free to call me on the number below.

Kind Regards,




Anna Lawson
Senior Sales Co-ordinator
ADULTSMART
Phone: 02 9533 8803

Réponse de Adultsmart

12 sept. 2016

Message sent to customer via paypal!
Richard,

Thank you for shopping at adultsmart.

We were only aware that the item was out of stock on Friday and notified you of that immediately. Any refunds are generally processed each Tuesday and Thursday. If we were not going to refund you why would we have notified you that the item was out of stock and given you the option for us to order it in or refund it?

I have now issued the refund in full.

Once again thank you for shopping at adultsmart and if we can be of any assistance to you in the future you and your custom are both appreciated and welcomed.

Regards

Rick

- RMV Management PTY LTD, Monday, 12 September 2016 at 3:11:36 PM

Réponse de Adultsmart

10 août 2016

Hi Victoria,

Just to clarify that your order was dispatched on August 1 from Sydney Australia and the destination is New York. On our website are our international shipping guidelines and at the time you checked out you would have received an email indicating -

'As your order is international please note delivery times are estimates and commence from the date of shipping – we ship internationally twice a week. Delivery times are to be used as a guide only and are subject to the change dependent on time of year as shipping is sent on available space. Unless there are exceptional circumstances your order should be delivered within 7-21 business days of the date of your order. Business days means Monday to Friday and excludes public holidays and weekends.'

We ship trackable DHL economy that allows us to charge less than $10USD for shipping door to door from Australia to most parts of the world but the trade off is that it mostly takes upwards of a week to receive. It is less than 7 business days since the item has been shipped.

A tracking number was provided at the time of dispatch with a link to track your parcel. We have checked your tracking number and the information there indicated is in New York and on board for delivery so assume that it may be delivered today. Please note that for it to be delivered requires a signature. If no-one is home to sign for it a card will be left indicating where to pick it up or to arrange another delivery day. DHL will only attempt delivery 3 times (leaving a card each time). If the third delivery attempt is unsuccessful the item is returned noted 'failed delivery'.

I hope this assists you and I apologize for any inconvenience or confusion caused to you.

UPDATE:
Victoria has received her product on the 7th working day and we have received this email from her. We are hoping that she will review her rating accordingly.

'My name is Victoria ********** the product I ordered came today 8/10, The mix up was that even though you sent a shipping number and DHL tracking number. Their site was always locked up to track. Thank you the shipping was fine and ontime from Auss. again thanks Victoria. USA

Réponse de Adultsmart

5 août 2016

Hi Kb,

Thank you for shopping at adultsmart.

Thank you for the feedback and we are sorry that you were disappointed with the product purchased. If the item is not as described, or is faulty we offer a full refund or replacement. Could you please indicate what the product was so that we can also check our inventory and if it is found to be of inferior quality we will remove it from sale from our website.

How did you find out service otherwise? Was your purchase received in discrete packaging, could you track your item, did you receive it in a timely fashion.

Once again thank you for shopping at adultsmart, your feedback and custom is valued.

Réponse de Adultsmart

27 juil. 2016

Hi,
If an item is not as described we offer a full replacement, credit or refund for the item purchased on its return. I am not sure what item you have purchased that looks better online than it actually is so without this information cannot check it. However if you are unsatisfied with your purchase please contact us and we will do what we can to resolve any issue/s.
Kind Regards
Adultsmart Team