Naturally Hooked Bulk Foods -Buyer beware – unreliable and untrustworthy
NEGATIVE ACCURATE REVIEW for Naturally Hooked Bulk Foods “is a Brisbane based online company that will deliver straight to your door anywhere in Australia.”
Buyer beware – unreliable and untrustworthy
We live in Queensland, and recently ordered over $400 worth of items on the Naturally Hooked Bulk Foods website. However, only after finally contacting them by email more than a week later – because we did not receive anything - did someone give an excuse and blatantly untrue information, i.e. ‘tried phoning you several times’ and ‘sent many emails’.
Their email reply excuse, and without any apology for literally wasting our valuable time, was that they’d have to charge a delivery fee. Despite nothing on their Naturally Hooked Bulk Foods website, or even Shipping Policy that specifically says anything about shipping price exceptions/restrictions for any area – remote or otherwise, and ‘all deliveries over $200 are Free.’
And if there is any shipping price exceptions/restrictions, it is not prominently displayed anywhere to forewarn the customer before committing and then paying for an order.
Even on our own order’s completed Confirmation page there’s also no mention of any shipping cost exception/restriction either – only the total price and ‘Free Shipping’ displayed. In fact, we’ve actually ordered from Naturally Hooked Bulk Foods before – again with ‘Free Shipping’ included – and had no such issues.
By leaving this serious issue unresolved for well-over a week, while having the customer completely unaware and confused, trusting this business to follow through with their order, and inconveniently waiting, losing valuable time is simply discourteous and disrespectful, and NOT a positive example of responsible, trustworthy ‘customer service’.
According to Australian Consumer Law, since we already ordered and paid the quoted advertised price with its quoted free shipping - Naturally Hooked must legally honor this, and follow through in delivering what we paid for, and cannot justify canceling our order afterwards for the reason given.
When mentioning this by email to their representative, he replied by only saying that they’ve ‘refunded the money’ and again – without any apology.
Under these circumstances, it wouldn’t be surprising that Naturally Hooked Bulk Foods have either amended/edited their delivery terms on their website since this occurred, or possibly in the near future.
It’s a shame, but regardless, we’ll never again deal with any company that behaves dishonestly this way, and felt compelled to warn others of what can be experienced similarly, as well as violating Australian Consumer Law.
Worth remembering and sharing too – It can take months to get a customer, but seconds to lose them, plus everyone they know.