“After following up with the company twice for my recent order and 3 weeks after my original order was placed they advised Aus post had lost it. So I originally requested to have the order re sent until I was advised that would take possibly more then another 7 days. Over a month for an order of green tea and basically all they said was oh sorry it got lost. Will never bother to order again.”
Hi Elisa,
We've just sent you a personal email to apologise and ask for the chance to make this right — it's clear we didn't deliver the level of service we hold ourselves to on this occasion.
Looking into what happened, we did dispatch your order the day after it was placed, but Australia Post took an extended time in transit and then ultimately delivered it to the wrong address, so the order was lost. We offered to reship free of charge or refund in full, but because you were moving house within the week we couldn't guarantee a replacement would arrive in time, so you opted for the full refund.
In hindsight, we should have offered to reship with express shipping, which may have arrived before your move. That's on us and we're genuinely sorry we didn't think of it sooner.
We hope you'll see our email — we'd love another chance to get this right for you.
Warmest regards,
Erin
Timeline for context:
May 22 — Order placed
May 23 — Order dispatched
Jun 2 — You followed up; tracking showed still in transit
Jun 7 — You followed up again; still not arrived
Jun 8 — We checked tracking — delivered to a wrong address by Australia Post. Reship or full refund offered
Jun 9 — Full refund issued
“Bad customer service. I ordered Premium Grade Matcha Tea Powder (60g - One Month Supply) since 23rd of April 2023. I didn’t receive tracking number for my order and I haven’t received my order yet.”
Hi Wararat,
We are so sorry for what happened with your order. The issue was your order was shipped without tracking so you didn't have visibility over the order when it was lost by Australia Post.
Since your order, we've made an important change — all orders are now sent with full tracking as standard, giving every customer clear visibility from dispatch to delivery. Your feedback helped us make that happen.
We've reached out to you directly via email as we'd love the opportunity to make this right. We hope to hear from you.
Warmest regards,
Erin
Zen Green Tea
