Warning USA customers


Please be aware that if you order from this company using their system, they may not calculate
delivery charges. So, in my case, I simply never received my order... after multiple inquiries with NO REPLY as to what had happened - I finally sent a note saying... Okay, refund my money-
whereupon I get a curt email from THE DIRECTOR implying that it is because they never received delivery/shipping fees ---- hello?? and so they just sat on the order, and did not reply to inquiries. its now a month and a half, and i get my money back, no apology, and a note that
sounds like its my fault i didn't calculate shipping charges and send them along.

Don't do business here if you want to deal with folks who value you as a customer and who take
responsibility for their own mistakes.... so much for the superior 'ethics' of the british.

monica



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Lets get this right!
You didn't bother to find out the cost of shipping so you didn't pay enough money for your order, but you decide it's someone elses fault so you attempt to be derisive about the ethics of another nation.
I don't get it! But then I am British

Hi there,

We don't actually have USA customers who order via our website as we don't ship to the US. The reason for this is it is far too expensive. On a £35 Bokashi Bucket, where we charge £5.82 for delivery - the cost of actually delivering this to the US is somewhere nearer £80.00! Over twice the product value. It is quite clear from our website we are a UK based company, all the prices are in sterling and nowhere on any of our websites does it suggest we ship to the US, either. Personally, if I'm ordering something from the US, and paying in dollars, I check they can actually ship to me (and what the costs are) prior to placing an order with them.

Our order processing system is largely automated to ensure customers get their orders as quickly as possible. Our 'system' isn't programmed to process orders to the US because we don't ship to the US - in fact in 5 years of trading online to hundreds of thousands of customers via multiple online outlets you are the first person to actually attempt it. Thus the system did not know what to do with the order and it got 'stuck'.

I can see we replied fairly promptly to your initial email but subsequent emails took a little longer to reply to. Firstly because we are very busy at the moment in the run up to our peak season and secondly because the girls (and guys) in our office were stumped as to what the problem was and what had happened - hence it being escalated to me.

I must admit I did fail to apologise in my initial email to you because my priority was speaking to our web developer to ensure the same doesn't happen again - so my email was rushed. I did try to explain that it was a genuine mistake, however, and we are an honourable company. And once we were in contact your refund was very promptly progressed.

We do care about our customers and about customer service very much. It's the very reason this open forum exists right here in front of everyone. On this occasion it went a bit wrong and I do apologise about that. We have plans in the works already to ensure that, even though you are the only person in a good few hundred thousand to try it, the same thing can't happen again.

Thanks,
Liam