Sandy l.

Hi Sandy

I have looked through the thread of correspondence and for ease of reading I have bullet pointed the following:

• Your order was packed and shipped from our premises in Christchurch, New Zealand on the 24th January 2019.
• You reached out to us by email on the 2nd February 2019 (Saturday) enquiring where your order was.
• We responded on the 4th February 2019 (Monday – as we do not work Saturday-Sunday) advising that it had been 7 business days since your order w as shipped. Delivery times can be as short as 5 business days to 12 business days.
• You contacted us again by email on the 7th February letting us know that Hermes, the service provider had advised you that they had attempted to deliver your product at 12.05. (We are confused by this as the Hermes website shows that they attempted delivery at 12.05am which seems odd.)
• We sent an email by return on the 8th February, providing information to you about Hermes delivery policies and number of attempts. We are reliant on receiving this information via New Zealand Post.
• You responded on the 8th February advising that they had not left a calling card.
• We emailed back on the 8th February sending you a link where you could have the order sent to another address if possible. Your order was originally being sent to a Public house and the hours of operation were 12.00pm to 10.00pm. We advised you at this time that New Zealand Post were in contact with Hermes to determine why the order was still not delivered.
• You responded again on the 8th advising that there had been no attempt at delivery during your opening hours.
• You came back to us again on the 9th February (Saturday) and let us know that they had advised that they had attempted delivery again when the Pub was open but nothing had been received.
• During this time we are in constant contact with our Account Manager from New Zealand Post. She advised she would come back to us once she had a response from Hermes.
• We received a response from NZ Post on the 12th and we emailed you to advise that NZ Post said that Hermes had relabelled your order with a new address. (We were confused by this as we had not provided a new address – after further investigation our Account Manager advised that she had provided us with the wrong information).
• You responded on the 12th February advising that you had not provided a different address. (Which we of course, knew was the case).
• We responded back apologising for the confusion by the incorrect information provided to us from New Zealand Post.
• You emailed us on the 14th February and advised us you were on holiday and to provide you with a refund.
• We continued to investigate where your order was and non-delivery while you were on holiday.
• We responded on the 25th February, and advised that our Account Manager had come back to us and advised that the order was delivered and signed for (by someone else as you were on holiday) on the 14th February.
• You came back to us on the 2nd March confirming that the order had been delivered. You gave us feedback in respect to your experience and it was obvious that you were disappointed.
• Our Team Leader responded on the 13th March acknowledging your email and explaining why we use Hermes.
I wholeheartedly agree with you that you should have received an acknowledgement to your final email immediately and I am disappointed that our Team Leader did not do this. I apologise for this.
As for the rest of the communication thread, we have certainly been extremely prompt in addressing and answering your emails. Pleases remember Sandy that we are reliant on information being forwarded to us from New Zealand Post, coupled with the fact that we are on different sides of the world and time zones; I believe that NZ Post did well getting the information from Hermes in quite a quick time.
We have been using Hermes for our UK customers since the middle of December 2018. We have sent thousands of orders to the UK and this is the only problem we have encountered with delivery issues. All other customers have received their orders promptly and without incident.
As for the product you purchased; Total Balance Women’s Premium. This is a complete nutrient system and contain 98 separate ingredients; hence the need for taking 7 tablets per day. This is mentioned on the product page under ‘Directions’. If you are not wanting to take 7 per day; I would recommend our Total Balance Women’s Standard at 4 tablets per day. One bottle provides you with a one month’s supply.
I apologise for the frustration that you have experienced by the problems with delivery. I am sure you can appreciate; the actual delivery by Hermes is out of our control but I believe we did everything we could to resolve this as quickly as possible.
I hope this clarifies and addresses your concerns.
Kind regards
Tracey Thomson
International Customer Relations Manager