Kirsty (aphrael) wrote in bad_service,

More like no service

On the 29th of April, I placed an order with Henna Hut online. I've ordered with them once before, and all went will - they shipped the next day, I got my henna a couple of days later. This time, not so much.

I got a shipping confirmation email on the 30th, which, it pains me to say, I didn't actually open - since I'd ordered before, I knew approximately how long it would take and didn't feel the need to track it. Come the 6th of May, it occurs to me that I haven't received the henna. So, I opened the shipping email...and the tracking number field is left blank. Awesome. So, I flick them an email (to the email address listed on the shipping confirmation), letting them know I haven't received anything and there was no tracking number.

I didn't get any reply either that day or the next. Their website states they answer emails daily and usually around the clock.

So today, I thought I'd call them. Except there's just a voice mail, telling me they're doing their yearly inventory and won't be answering phone calls until Monday. Presumably this upcoming Monday, although who knows, because no date was mentioned. For all I know that message has been there for weeks. The message states they are still shipping orders daily, and still answering emails - but the email they say to use is different from the one on the email I got. There is nothing on the website about this inventory check.

So, I've sent them another email, using this different email address from the voice mail. We'll see what happens now.

I know it hasn't been *that* long, but part of the reason I ordered with them again was because they were so prompt last time, and it always concerns me slightly when I can't communicate with people who are supposed to be selling me something, or track my parcels.

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