Give New Meaning to Incompetence
This is the 3rd year as a client and until November I have sung their praises and given glowing recommendations to colleagues and friends.
What a difference a bit of success makes. It’s the only thing that might explain the incompetence and lack of customer care I’ve experienced of late.
On 28th October I ordered Christmas hampers to be dispatched on 22nd November. This was in response to the offer of an incentive to order early and pay in advance. You would expect this incentive to be based on min order quantity or order $ value. But as I ...later discovered it was based on quantity alone. So, despite their hampers being priced from $69, the fact I spent $470+ amounted to nothing as I had only purchased 3 hampers and not 4. That issue aside, I went online the following day to update the delivery details for Adelaide to discover it had already been dispatched and therefore the address could not be altered. 1. I sent an email immediately to ask if this was true as the dispatch date was 22nd November along with confirmation of the correct address. 2. The reply I received on 2nd November ignored their mistake and advised the hamper was successfully delivered at 10am Monday 1st November. It went on to say if the hamper was delivered incorrectly, I could choose a gift voucher for the cost of the hamper minus the delivery charge or a receive a full refund. 3. In the absence of any further communication, I wrote again on 16th November to say this was unacceptable.
3 week delivery - unacceptable
I ordered a hamper as a birthday gift that arrived 3 weeks later. Their response was "the delivery time is only an estimate" taking no responsibility for its lateness. (Mind you the delivery time was estimated to 2-3 days at the time) Will not be ordering from them again.
I’m very disappointed I ordered a Father’s Day hamper for my daughters father.
That was a month and a half ago .
Still has not turned up.
I keep ringing to be told it’s an issue with Australia Post.
I have never been offered a refund which would have been the right thing to do.
I’ve been using Australia post myself and never has an issue.
I just want my money back end of story .
Hampered by TERRIBLE customer service. AVOID at all costs.
THE WORST customer service I've had in YEARS. I placed an order on 23rd August, expecting the 2-3 day delivery time quoted. By 1st September, my parcel still hadn't arrived. Granted, there were delays with Australia Post at the time, so I was being patient.
I contacted The Hamper Emporium to ask for an update. I was told by Sarah that she couldn't help with parcel updates on the live chat facility and I would have to send an email.
I told her I'd already followed up with Australia Post and the parcel was still listed as "it's being prepared" ...which means they've received the shipping notification but have not received the parcel. After much more back and forth, I was told that I simply had to keep following up with Australia Post directly and wait for a status change. Come 6th September, I followed up Australia Post again, and they confirmed they had not received the parcel from The Hamper Emporium. Back to the live chat for The Hamper Emporium and I get Sarah again. This time I'm told that Aus Post is "experiencing technical issues" and that's why it hasn't been scanned. After 2 weeks of waiting, I'm ready to just get a refund. Sarah tells me that she'll need to wait for the recall of the parcel from Australia Post (which seems impossible as they haven't received anything) and I will be issued a refund after that. Sarah refuses to set any expectation of how long this will take.
So incredibly cranky. Ordered a 'Fathers day' hamper, checked delivery - time was well within 1-3 days on website. I have just followed up and have been told its being delivered next Tuesday!!!! Fathers day is this Sunday. In lockdown with very few options, they had no solutions for me other than to recall the delivery - which incidentally they can recall - but can't speed up? go figure. Never again.
Go with another hamper company!
Disappointed with the entire experience with this company. Org 2 hampers for $165 each. Paid the extra express delivery. Took 4 days to arrive with me chasing the company up with no luck still waiting on a reply from the company. Then tried to communicate via Instargram and noted how disappointed and disgusted I was with the poor service to which they deleted my comments and blocked me which was quite funny as they are trying to hide the fact of their poor service. Still to this day I’m waiting for my refund which they emailed me they would send as well as a reply from last week… def look for another hamper company that are willing to take ownership and excellent customer service and not hide away.
Absolutely appalling customer service! The website says it provides a card and allows the purchaser to untick the card which I did as I wanted to write my own message to make it more personal. The invoice comes through which has descriptions as the gift hamper and a free gift card. Hamper arrived, no gift card. Called the customer service and got told no message so no card. After going back and forth, the call was transferred to a manager who repeated that what they send may not be the same as what you've ordered or written on the invoice. When...I tried to explain, the manager kept talking over me at a higher volume and said I wasn't calm and hung up. The manager was exemplary of modern day bad service, talk over people but accuse they're not calm and hang up, problem solved on their end! Stay away if you don't want to buy from someone who is arrogant and dismissive.
Terrible value for money, poor quality products.
I wanted to send my parents a christmas hamper, but all of my favourite hamper places couldn’t deliver before xmas by two weeks before christmas. So this place was able, so I sent my mum and dad a “christmas hamper”, or what was advertised as christmas hamper and I believe I paid $79 for it. I couldn’t believe it when my mum sent a pic - tiny with about four products in it and nothing christmassy about it nor what it looked like in the pic. My mum told me the nuts were stale and the olives really hard and I was incredibly embarrassed and even ...though I had paid a fair bit for it, it looked like I had been a total cheapskate and put no thought into it as the hamper was tiny, un-christmassy and very poor on quality and quantity. STINGY is the word I would use. Never again.
Never again! Company does not deliver what they promise...
To any future customers, based on my personal experience, DO NOT use this company. I received no customer service, had issues with address that caused delay in delivery and required redirection, wrong advice was provided, no accountability taken by company as they dismissed my feedback and the list goes on... This company has lost future sales from me, my colleagues, family and friends as word of mouth is very powerful - already 2 lost sales and many more. The company was not interested to assist or acknowledge my complaint when I reached out to lodge my feedback. All I got was excuses, therefore I request no further contact from this company. I’ve noted many other customers have provided similar feedback regarding dissatisfaction.
So they confirm a delivery of 27th Dec by courier and charge a premium and then Jan 6th rolls around and still no delivery. Thanks for the disappointment and added hassle at Xmas !
Very disappointed with their customer service....
Very disappointed after being a guaranteed Christmas customer since 2017. Placed 3 separate orders but due to an address book issue rather than orders going 3 different locations, were all sent to one address, despite verifying before placing each order the addresses were correct. Wouldn't even try and work with me at all as "the system showed" each of the 3 individual orders addressed to the one address. Nothing. Not a sorry, not anything, I'm an IT professional and know what I'm doing around a web app and this was an app problem.... They've lost me as a customer.
Paid extra, still not delivered
I paid the preferred delivery date fee to ensure the hamper would be delivered to my relative on his 100th birthday. Two days later, still waiting with no hope of it being delivered today because its now the weekend. So disappointing and unfair! Cannot contact anyone because its now Saturday. What a con!
I had a horrible experience ended up getting refunded!
I ordered two hampers and paid extra for same day or next day delivery to a Sydney metro address. I was worried and even contacted the hamper emporium direct the next day. They reassured me that it would be delivered that day. It ended up arriving 4 days later and it was after my friend had left hospital. Just a total disappointment. I had to ask for a refund. They didn’t really care that I was embarrassed by the whole experience.
Blames the customer
I just ordered a hamper for my mother-in-law for Mothers Day. In the delivery instructions I specifically requested it be delivered as close as possible to Mothers Day 12 May, delivered 30 April. When I asked what was going on, I got the blame. A pompous response was received indicating I should have looked for "preferred delivery date" option - found somewhere on their site. Stupid me!! I can overlook mistakes - I can't abide being blamed for it when I just followed the links in placing the order. My fault? I don't think so!
Delivery 3 days after Contractual agreement.
11-2-2019 Be warned, a week or so before wanting the delivery made I ordered a Hamper to be delivered to an address in Beaudesert Queensland, supplying both my ph. no. and the recipients no. On the date of directed delivery a Friday there was none, no attempt was made to inform me. No communication over the weekend and on Monday, today, I phoned and was told due to the floods in Queensland the delivery couldn't be made, this of course is a lie, Beaudesert is considerably South of the affected areas and the roads in that area and from Beaudeser...t to Brisbane have not been closed or rain affected. I entered into a contract with the Hamper Emporium and it was not fulfilled, although they claim it has been delivered today, 3 days after contracted delivery date. I shall be pursuing recompense for not fulfilling the Contractual obligation. I did have the delivery fee refunded thus admitting liability.
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