Reply from Build 'Em PetsApr 13, 2022
Hello Nick,
We're sorry for the large kit not being available within a specific deadline in Australia. Still, we do not understand why you've decided to leave out crucial information in your review.
You made the order on March 6th and messaged us on March 8th to ask why it hasn't moved. Our processing can take up to 3 days (https://www.united-doggos.com/pages/shipping).
My colleague at customer support has told you that she will try and get a tracking number on March 8th and get back to you once she has an update.
You've requested an update less than a day later (March 9th), not giving customer service a chance to do so themselves. She informed you later that day that the product you ordered was not in stock in Australia and would, therefore, be 1-3 days later than the deadline, but she will keep an eye on it to be sure.
March 15th, my colleague has informed you that she does not think it will arrive at the deadline and offers the same product in a smaller variant (that was available in Australia) with a refund of the price difference owed as a solution. Alternatively, we offered a full refund. You've denied it at first and asked for a refund, but afterward approved a smaller item. The package was sent out the same day (March 15th)
Your package arrived one day before the deadline.
We understand the frustration if an item is not in stock and takes longer to arrive. Still, we've replied to you in a timely matter, went above and beyond to try and get a solution for the situation, and informed you that the small item would arrive in time.
You'd even mentioned to us that we're to let you know if the large item is back in stock again so that you could purchase that one as well. So we're not sure where this is coming from...
We're available by email, live chat, and messenger to assist you if you like to talk to us.
I wish you a nice day.
