Slechte service en extra kosten bij aankomst in NL
De producten zijn prima, maar wat een slechte service! Na betaling krijg je geen bericht dat je bestelling is ontvangen of wanneer het wordt verstuurd (ook niet in de spambox), en na een kleine eeuwigheid komt het aan in NL en moet je naar een PostNL-punt om het pakketje op te halen. Omdat je inklaringskosten moet betalen. Op de site staat 'tax included', maar dat is dus niet de tax die je betaalt van UK naar EU... En als je een vraag stelt over de verzending, of over deze gang van zaken, via het online formulier van de klantenservice, krijg je geen antwoord. Drie keer geprobeerd, drie keer geen antwoord. (En nee, ook hier niet in de spambox. En nee, ik klonk niet zo boos als nu. Het waren vriendelijke e-mails.)
Ik zou hier geen bestellingen doen, tenzij je heel geduldig bent en het niet erg vindt om extra te betalen bij ontvangst.
Antwoord van Lavandi Body & Nature
Hi Femke. We are so sorry that you had such a difficult experience in receiving our products.
We (Joe and Caroline) took over the company in the middle of 2022, before which time the previous owner was unable to continue running the company effectively. In the transitional period, a lot of issues arose and went unnoticed while we familiarised with the company and all its systems. A lot of work was needed and as we streamlined the company and learned the website functionality etc, we discovered (eventually!) that the contact form was not working right - which was why you didn't get a reply, and also that the system wasn't sending out automatic confirmations. All of these issues and many more have now been rectified, and we've greatly improved the website and product range, and of course, customer service. Due to the magnitude of work needed to bring Lavandi to a higher standard, we have only just had the time to claim our Trust Pilot account and found your review.
On our website (products) you will see that we have many happy customers, so we hope that you will be willing to give us another chance. Rest assured that our customer service is a top priority and your emails or calls will always be answered as promptly as possible.
Regarding the customs issues, unfortunately we are only becoming aware of countries' policies after having consistent experience of shipping there. Very occasionally we hear that a country's customs department has put tax on top (e.g. Belgium), but as a small and very busy business, we aren't always able to stay updated with every country's customs policies and changes. Your experience has been noted for future reference though.
We sincerely apologise for the difficult process you endured, but are happy to hear that you enjoyed the product.