Adultsmart Reviews 

Reply from Adultsmart

Updated Nov 1, 2024

Hi David,



Once again thank you for your valued feedback. I have gone through the notes on your order and this is what I can see -
Your order was placed on October 17 and you chose payment method Bank Transfer
We sent you an email on October 18 giving you payment details
Payment was confirmed received on the afternoon of the 19th and status changed to pending (warehouse pick)
Your order was picked and packed on Friday the 20th
Your order was shipped via Australia Post on Monday the 23rd - please see Australia Post tracking number 4XF0011205
You were sent an email confirming dispatch of shipment on Tuesday 24th.
Your order was delivered on Friday the 27th.

On our site our shipping policy states that we will dispatch orders after confirmed payment generally within 1-3 business days. I apologize that your order took 10 days after you ordered to reach you however payment was not received at the time of order and we did dispatch within the quoted 3 business days. Australia post quotes 3-4 business days to deliver from postcodes 2210 to 5022 https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/?fm=search-organic#/option/domestic/2210/5022.

We strive to give the best customer service possible and value our customer feedback. How better could we have serviced this order from you?

Policy Violation: Misleading Content and Inaccuracy

David’s review suggests an unreasonable delay in receiving his order, despite clear documentation showing that Adultsmart promptly processed and shipped the order within the expected timeframe. Trustpilot’s guidelines specify that reviews should accurately reflect the customer experience, especially when delays are due to third-party service providers outside the business's control. Here, the timeline shows compliance with both our shipping policies and Australia Post’s delivery standards.

Grounds for Removal:
Misleading and Inaccurate Statements: The review implies a delay caused by Adultsmart, although the order was shipped within three business days of confirmed payment, as per our shipping policy. The additional time reflects standard Australia Post delivery times, which we are not accountable for. This portrayal of “not receiving the product” inaccurately implies a service failure by our business when the delay is due to external factors.
Reputational Harm Due to Third-Party Provider Constraints: Misleading reviews that attribute delays caused by third parties (Australia Post) to our business could unfairly damage our reputation. Under Australia’s Defamation Act 2005, statements that harm a business’s reputation without factual basis could be grounds for removal. The review does not accurately represent our timely processing of the order, creating an unfair impression of our customer service.
Supporting Documentation:

Order records show that payment was received on October 19, the order was packed and shipped on October 23, and Australia Post delivered it by October 27, within their quoted delivery window.
Our shipping policy explicitly states that processing begins once payment is confirmed, aligning with the handling of David’s order.
Request for Review Removal We request that this review be removed, as it inaccurately attributes shipping delays to our business when they were, in fact, due to standard processing and third-party delivery times. This misleading information does not align with Trustpilot’s guidelines, which emphasize honest and accurate customer feedback for trustworthy reviews.