Don E.

I ordered an Aura Pink Note 10 on June 24,2020. I was told that if I paid via e-transfer, they would update the order status from "On Hold" to "Processing" immediately, so I did. I checked the next day, the status was still "On Hold." I contacted them via chat and it was only after then that they even bothered to change the status to "Processing."

Two days later, I checked and the status was still "Processing." I sent messages on June 27th and 29th to ask when they would be processing my order, and I received this same generic response, "... your delivery expected date is July 3rd. We kindly request you to be patient. We are committed for our delivery date, not the shipment date." I was getting concerned since July 1st was a holiday, and they assured that the item would be delivered July 3rd.

On July 2nd, I was terribly disappointed to find that, at 1pm (during my lunch break), the status was still "Processing!" I sent a chat message to follow up, and it was only then that they FINALLY responded with, "I will contact the warehouse." At 1pm? I finally received an email at 5:44pm saying that the order had been "shipped," and was given a tracking number.

I checked the tracking number, and found that the shipment information had been sent at 3:19pm on July 2nd, after which it had been picked up by FedEx at 6:24pm. I received an automated call from FedEx that I should expect it to arrive before 12 noon on July 3rd. However, at 4pm, it still had not arrived! I called FedEx, only to be told that it had left Ontario at 1:51pm on the 3rd, and that even though it was sent as "Priority Overnight," it would be impossible for me to receive it on July 3rd. I had an appointment at 5pm and had to leave home so I had to wait til the last minute before I finally decided to have the shipment re-routed to the nearest FedEx authorized ShipCenter rather than have it arrive when no one was home to sign for the package and then cause further delay to receive it.

I contacted S-World on Saturday via chat, and asked why they did not follow up with their warehouse earlier even after I sent messages to ensure that they would send it and I would receive it on July 3rd as they promised. The person I had a chat with insisted, "our commitment is delivery date, not shipping date." I wonder if that person knows the difference between shipping and delivery. Because the SHIPPING definitely AFFECTS DELIVERY. How can a delivery date of July 3rd be assured if they won't ship the item EARLY ENOUGH? The person seemed not to understand my point: How can an item definitely be delivered by a certain date if it was not prepared by their warehouse within an acceptable timeframe for it to be delivered on time?

I wonder if I had not followed up at 1pm on July 2nd, what would have happened?

Today, I had to pick up the parcel from the FedEx ShipCentre. But to my utter horror, it was not the correct colour of the item that I had ordered! I tried to send chat messages and to call them on the customer care number written on the warranty form they sent. NO REPLY TO MY CHAT MESSAGES!

They used to respond VERY QUICKLY to my chat messages when I was first inquiring, and even after I had placed my order. However, now, they NEVER responded to my chat messages! Finally, I received an email saying, "either keep the phone and we will offer 15% compensation or send it back to us and we will send you the correct phone." I hated the colour of the phone they sent!

I am still awaiting their response (VERY, VERY SLOW) to my email.

I DO NOT RECOMMEND ANYONE TO PURCHASE FROM THEM. THEY OFFER TERRIBLE SERVICE, AND THEY SOMETIMES ARE RUDE WHEN RESPONDING (I received a message saying, "There is nothing like ignorance." How could they say that when they didn't even seem to understand the difference between shipment and delivery dates?)

If I could give the lowest rating, I would.