I had a terrible customer experience
I had a terrible customer experience of shopping with Avernabrand.com.
The extraordinary delay in shipping my order out was a very bad start, but particularly poor customer service throughout the ongoing issue is my reason for writing such a bad review.
I never got an answer about why an order that had been due to arrive with me in 5-10 days with the Insured Express Shipping that I had paid a little extra for still hadn’t even been shipped out 23 days later despite my having chased it up many times once it became overdue, or any indication about roughly when I could expect that order to be shipped. What I got in response to my emails about the delay, sometimes a few days later, was a word for word repeat of exactly the same very vague email response that was clearly a copy and paste, offering no information at all and very much seeming to be more about just shutting me up than actually resolving or even explaining the issue.
It’s always such a shame to see the outdated practice of avoidance-style customer service; avoiding any real acknowledgment of the issue, avoiding any of the work of resolving the issue, and even avoiding the effort of giving the customer a personal response but just using a copy and paste that is vague enough to always apply. It’s such a “can’t be bothered” approach that speaks volumes about what to expect from the company at every level.
Avernabrand have, unfortunately, optimised that style of conducting business in every single way. Hiccups happen, but it is the core values of a business that shapes the way that hiccups are responded to, and Avernabrand has demonstrated the very poor and somewhat dishonest core values here of continually avoiding the problem instead of addressing it.
After sending many emails that were polite but also clear and just getting vague avoidance tactics in response from Avernabrand, I eventually gave up, cancelled the order and asked for a full refund. I did get the refund and for that reason alone, I think that Avernabrand is probably a legitimate company and not just an online scam, but they are not a trustworthy company.