Horrible customer experience. Took 10 days to receive an in-stock order via express post.
6 days after placing the order (with express delivery), I had to call them to be told that my items were definitely in stock, but there was an error on their end, and my order had been placed on an invisible hold, which needed to be "escalated" so it could be posted the next business day. You'd think that would be visible on my customer portal, or at the very least followed up without me having to prompt them.
Another phone call near the close of the following business day, and they reluctantly sent me a tracking number and tax invoice, promising that it was already on the way. That tracking number did not show up until that evening, and certainly didn't leave the warehouse until the following afternoon.
9 days between placing the order and it being sent. Not exactly express.
Sent an email to support a few days after placing the order, and only received a reply after the products had already been delivered.
The online portion of this business is clearly understaffed, has poor infrastructure, and is barely a shell of a Shopify store. Horrible customer experience.
Reply from digiDirect
Hi Sean,
We sincerely apologise for the experience you had with us. We recently changed our internal systems, which caused a greater delay than we anticipated, which appears to have impacted your order.
In regards to the tracking information, AusPost will not register the tracking number until it has been scanned into their system, this can be after it has already been collected by AusPost and has left our facility.
We apologise that your order was affected by delays and we hope we can prove to you in the future that these changes will provide a better experience for you.
- Jess