Slugs & Snails Reviews 230

Reply from Slugs & Snails

Dec 18, 2023

Hello Katarzyna

Many thanks for your review. Yes we did reply to you chasing your parcel. Unfortunately this year our usual standard post has been very slow, we have actually been offering free delivery globally for the entire Autumn and Winter season which has been a huge cost for us to undertake but we wanted to ensure our global customers could access our products and not have to pay silly prices for shipping. As standard tracking isn’t available as we ship through an international distribution network for business post, this means it’s usually quite fast but also always comes back to us if there’s an issue. Tracking is only available for the post office when they need customs clearance and we do have lots of information on this on our website. However this does mean that up until December our post was going through national mail networks and it seems all the mail that left during those last two weeks in November have moved incredibly slow. Black Friday and Christmas Mail services have become really busy over the last few years. Which now means we have angry customers leaving us bad reviews before they had a chance to get their delivery. It’s very hard for us as a small business to ship globally if we have to only use tracked mail, so we have to rely on the regular mail network which then hands over to your local post office. We do advise that customers with larger parcels ask their local post office sorting office if they have a parcel there as we find that 80% of the time that’s actually where everything is! We know it’s incredibly frustrating, we have actually had such a slow postal service this November that we have been upgrading our service to courier for December for free because we don’t like our customers to be angry and frustrated. Sadly for us, we bare the cost of the mail going out and the brunt of the anger when it’s slow. We recently had a customer wait four weeks for a parcel to Greece, this was totally out of our hands as it travelled through her domestic mail. When post is shipped from us it’s dispatched from Ireland within 48 hours. Outside of Christmas periods our mail is really quick and very reliable and so we are working to make sure that everything going out now is going with couriers until the Christmas rush is over.

Reply from Slugs & Snails

Dec 15, 2023

Hi Stacey

I think we just spoke with you on our chat and our email. Your order was shipped during the Black Friday week when shipping within the US was expected to be extremely busy. We shipped your order via our standard delivery from Ireland to the USA which is extremely cheap at €5 in fact cheaper than it costs for us to ship locally here in Ireland. This means that while it’s not as fast as a courier it is accessible to everyone. Your parcel is in the US postal network as it only left Ireland on the 28th November this isn’t an extraordinary delay at this time of year. We did explain this and our website clearly states how shipping is managed at this time of year. We are sorry that you didn’t review our products as we are sure you will love them. We sadly can’t control national postal services at Christmas time so it’s a little disappointing when we get bad reviews because people expect small businesses to be able to match Amazon shipping times.

Reply from Slugs & Snails

Dec 18, 2023

Thank you!!! Our mission was always to produce tights that can be passed down and we are thrilled when we hear they are!

Reply from Slugs & Snails

Dec 18, 2023

Thank you so much! We love to bring smiles to the world

Reply from Slugs & Snails

Dec 18, 2023

Thank you, we are so happy to hear you are comfy.

Reply from Slugs & Snails

Dec 18, 2023

Thank you!

Reply from Slugs & Snails

Dec 8, 2023

Hello Maria

Many thanks for your review. We spoke with you a few times this week so it’s a relief to know your order has finally arrived. As we explained, you selected standard delivery which is only €5, this is very low for international delivery charges and we keep it low by using national mail services. We explained to you that this means it’s a little slower but it’s sent through a bulk mail service so it’s super reliable, we just have to be a little bit more patient this time of year as the mail network is very busy. We explained that your order shipped around the time of the Black Friday peek for post and that it might have delayed it a little, you were not happy with that and demanded we do more to track your parcel down. We did request that you contact your local postal office as your parcel was too large for a mail box and it was possible the mail network had attempted to deliver it, that was a conversation we had just three days ago so we are pleased to see you now have your mail. We didn’t say we wouldn’t do anything, we said we couldn’t, the mail is shipped from Ireland within 24 hours and then it’s travelling in the mail system, we can not control or influence this. All of this information is on our shipping second on our website and we are sorry you were unhappy with that but if we change our shipping to courier the cost would be much much higher and we don’t think any one would like that. We hope you are happy with our products and thank you for shopping with us.

Reply from Slugs & Snails

Dec 18, 2023

Oh wow! Thanks Katie, we are parents so everything we produce we know are extremely handy for families like ours!

Reply from Slugs & Snails

Dec 18, 2023

How sweet! We are so happy you’re still our customer. You’re one of our longest standing Slugs families and we are grateful for your support.

Reply from Slugs & Snails

Dec 18, 2023

Our plan next year is to bring lots of adults versions out, we launched a new one last week but it’s not nearly enough! We hope we can fulfill your wish soon 😊

Reply from Slugs & Snails

Dec 18, 2023

Thank you Sarah! They are quite addictive those waffle sets! We keep adding more colours because we want them ourselves!