Polite emails don’t fix slow service
I ordered a table game as a birthday present for my friend well in advance, on May 6th. The site said delivery would take 2–3 working days. After 6 working days, I still hadn’t heard anything about the delivery, so I emailed them to ask what’s going on. I got a polite reply saying they’d try to send it ASAP.
But after 12 days, still nothing. On May 25th, I emailed again to cancel the order and ask for a refund. I got a confirmation on May 27th, but by June 1st there was still no money back, so I had to write again. Finally, on June 2nd, I got my refund.
Yeah, the staff are polite, but that alone doesn’t make it a good store.
Reply from Bellvivo.com
Hello,
We sincerely apologize that the delivery took much longer than expected and understand your frustration, especially since the order was intended as a birthday present.
During this period, we unfortunately experienced delivery delays that affected some orders, which we fully acknowledge and regret. We also understand that the refund process took longer than it should have (mind there was the weekend in there to, but still).
At the same time, we appreciate that you mentioned our staff remained polite and responsive throughout the communication, and that the refund was ultimately completed.
We take your feedback seriously and are actively working on improving both our delivery handling and customer communication routines moving forward.
Kind regards,
Bellvivo.com