Non-existent customer service
On the 15th of November I ordered a letter. Today, almost two months later it still has not arrived. I have tried to contact official Santa letter. The first time I contacted them through their website. That was on the 23rd of December. I only received a submission confirmation from them. When I still had not heard from them after a couple of weeks I sent them an email asking about the letter. Now, six days later, still not a sound from them. This is really bad customer service, and very disappointing for the kid. I have previously ordered from other websites with great success, but decided to try Official Santa letters this time. Big mistake.
Reply from Official Santa Letters
Dear Hanne-Lene, Thank you for taking the time to leave a review on Trust Pilot. We received communication from you on 23rd December and replied the very same day. It may be possible that our email has gone to your Junk Mail. As advised in your email, your order was sent via AirMail Internationally on 17th November to an address in Norway and Tracking is not available for International orders. We advised that if it still didn't arrive before Christmas then we would happily issue a refund as we guarantee delivery before Christmas. I have also checked our emails and couldn't locate any further communications from you after your first and only email on 23rd December. With Regards to ordering from other companies with great success that is truly wonderful to hear however every company uses the same postal service to send mail, so if the postal service fail to deliver a letter or it is lost or delayed in the postal system then there is nothing individual companies can do to prevent this. Please accept our sincere apologies for the lost letter in the post and I have now issued a full refund for your order.
