Reply from WellBeforeSep 19, 2022
Hi Allison,
I’m sorry to hear you had a bad experience with our service this time. I trust that the outcome of the 4 other occasions where our team helped you with either replacements or refunds were to your satisfaction. As to this particular incident, I’d like to clarify the following:
First of all, and you already might know, we are always looking to help our customers, and based in our experience with couriers and packages, we have set some processes and steps to follow for the package either arrives or if we need to take special actions. In this case, we needed to wait until the end of the day, as we usually need our customers have to do before processing a claim, and we thank you for doing it so. By any means we change up our message or procedures and try to stay as standard as possible.
Second, and as you may already know from previous orders, the shipping categories may take a bit longer or less to arrive based on the selected service. In your last order, Economy was used, and at the invoice we showed up the latest potential ETA which was on September 16th, and knowing how this shipping type works, we requested you as kind as we were able to, to wait for the end of that day to verify if it arrived, and after I did the verification on the USPS link (which I’ve sent you as well to verify by yourself), the package was reported as delivered. If it was not delivered that day, you can always reach out again so we can confirm this information, but unfortunately, I’ve never heard back at the end of that day.
Finally, we totally understand you felt the process was not what you expected, and we are constantly working to make our shipping times along with the couriers to be as accurate as possible and faster.
I hope this clarified your comments, and thanks a lot for all your previous reviews, as we used all of them to improve our processes and this won’t be an exception. We wish you the best and stay safe
Jeff Rojas
