Hi John, We feel your pain and we apologize for the delay. In the mean time your parcel should have been received. However, the parcel delay was out of our control, but that didn't make it less frustrating for both parties. For the future we are working on a better solution with other carriers! Thanks for your review and understanding. See you next time! Thanks, Tim, Ivo and Wilbur!
Originele beoordeling
Hi John, We feel your pain and we apologize for the delay. In the mean time your parcel should have been received. However, the parcel delay was out of our control, but that didn't make it less frustrating for both parties. We do feel we did our best to track the parcel and help you out. Is our customer service really 'very poor'? We would appreciate it if you could reconsider this review. Thanks, Tim, Ivo and Wilbur!
Hello Eli, Thank you for your review. We do understand the frustration, but we are working on a solution to work with another shipping company. The problem with PostNL was that they don't have a local agent and parcels got lost over and over again. Also, sometimes the transit time was weeks or even months. While PostNL offered us only parcel insurance up to € 250, which is clearly not enough. In the mean while we are able to ship per Fedex if someone in Israel wants to buy new products. Eventually we are looking for better / other shipping contracts at DHL or UPS. It takes time, also to fit it into our automation. But we are working hard on this! Thanks, Tim
Hello Hootan, We completely understand your frustration. But we are not Neptune Systems, but a reseller of their products. And I think Wilbur is doing everything over and over again to help you out. Didn't we reply to your complaint email? Or do you refer to the complaint email that you wrote to Neptune Sytems? You are really having back luck with the hardware and all the tickets you needed to open. But as I can see Neptune Systems support did issue replacements for you and we carried those out. Are you sure you want to give us, as Neptune STORE (the reseller), the half star review? We would be really disappointed too! Let us know! Tim
Hi Michael, I apologize for the inconvience. We did find the 2017 orders in the mean time. They were archived, so not visible immediately. However, the issue was that in the field 'Number' (of your street) your phone number was filled out. PostNL didn't accept the phone number as the street number. So we were not able to ship it out. Wilbur removed the phone number from the street number field to ship out your order. He only said that we don't touch addresses, because our system is fully automated. So either auto-fill of your browser was interfering or you made a understandable mistake seeing the field 'Number' as a field for your phone number. I apologize for the delay, but the parcel is on its way! Tim
Thanks Riga, See you next time! Tim
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