Shipmates Reviews 354

Reply from Shipmates

Dec 9, 2022

Hi Luke

I can see you placed your order on the 28th, and due to the backlog of orders was not shipped until the 2nd due to the strike days on the 29th, 30th and the 1st. And the strikes are still ongoing this week. I can see your order is on the way, but at this time we have been informed that they are prioritising 24 tracked shipments, which we only apply to orders over £60 due to the cost.

At this time there is nothing we can do due to the nature of the situation. I apologise for any inconvenience caused. If it does not arrive within 30 days then we can look into it further.

Reply from Shipmates

Dec 9, 2022

Hi Zac

Unfortunately a lot of orders at this time are massively delayed. I appreciate the inconvenience on yourself but as I said before on the phone unfortunately it is out of our hands at this time. If it does not arrive after so long we can offer a refund but right now we would not be able to offer any alternatives as sending a replacement will cause the same issues

Reply from Shipmates

Updated Nov 7, 2022

Hi Frank! Sorry to hear you are disappointed with your experience. We only have two members of staff that run the whole business, and only one is available at a time throughout the week. We are a small business so it does take time for these things to be processed sadly as only one member of staff handles the online store while the other handles the brick & mortar.

I can confirm that the refund was processed on the 3th (Thursday) and I would imagine will appear in your account shortly, this is only 8 days after, well within our 14 day processing period that is stated in our T&Cs

This is the standard practice for smaller businesses, and are finding that due to bigger businesses have a higher expectation, sadly we cannot meet those expectations and these bigger businesses have hundreds of staff. We're doing our best with what we have.

You should have received a notification to say that the product had been returned, but none-the-less, I did respond to your concerns as soon as I could, which on this occasion was within an hour. So I am unsure why you believe we were 'too busy' to respond, when we did in-fact do so relatively quickly. It is out of our control if the automatic notifications do not send correctly as 99% of the time we do not have any issues.

At no point did anyone say it will take several weeks for a refund, it was stated it will take up to 2 weeks, again, as per our T&Cs.

I hope you find this response to cover all of our concerns. Thank you

Further note - there was no 'refund delay' the refund was processed within the given time period that is provided upon applying to return, and through our T&Cs, it is the customers responsibility to check this when purchasing.