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Svar från Adultsmart

Uppdaterad 1 nov. 2024

Taniz never requested his order be cancelled and in fact requested that his item be sent priority via live chat. Set out below is the transcript of that conversation. Taniz actually rang me personally and at that time I informed him that him importing sex toys into Pakistan not allowed and that if customs was to seize the items that it would be at his risk. He confirmed he wanted the item sent but in discreet packaging which we did. Here is the transcript of his live chat -

faceTaniz KhanMy order#29821 is still pending delivery, can you update the status?
2017-09-21 15:56:04
System assistantKim has accepted the chat!
2017-09-21 15:56:42
account_boxKimHi there, I'll be with you shortly. What can I help with today?
2017-09-21 16:01:48
faceTaniz KhanMy order#29821 is still pending delivery, can you update the status?
2017-09-21 16:03:06
account_boxKimYes I will look into that for you
Please give me a few moments.
Thanks for waiting Taniz
I have looked into your order and it appears that it is still with DHL and it is at thier discretion to update the tracking logs as your parcel travels to you
2017-09-21 16:15:14
faceTaniz KhanHmm they are taking forever to update the status...
2017-09-21 16:16:10
account_boxKimI apologise for that it must still be in transit which means it has not reached its next destination
2017-09-21 16:16:13
faceTaniz KhanCan you please reach out to them to ensure early delivery
2017-09-21 16:18:02
account_boxKimI'm sorry but we cannot expedite the process once the items leave our warehouse as it is in the hands of DHL Global now
2017-09-21 16:19:15
faceTaniz KhanAhan thanks anyway
2017-09-21 16:19:51
account_boxKimApologies For the inconvenience
System assistantVisitor has joined the chat!

Policy Violation: Inaccurate and Misleading Information

The review by Taniz contains false and misleading claims that suggest our business acted inappropriately, despite a documented interaction where he specifically requested expedited shipping and acknowledged the legal risks associated with importing items to Pakistan. Trustpilot’s guidelines prioritize accurate and truthful information in reviews, and this review does not accurately reflect the events or communication between Taniz and our customer service team.

Grounds for Removal:
Inaccuracy: The reviewer’s claim of having canceled the order is inaccurate, as shown by the chat transcript, which confirms he requested priority shipping and expressed urgency for delivery. Furthermore, the shipment proceeded with Taniz’s knowledge of potential customs issues, as stated in both the chat and the website’s terms and conditions, which he agreed to upon purchase.
Misleading Content and Defamation: The review could damage our reputation by falsely portraying us as unresponsive and negligent, despite clear communication about the shipment’s status and customs risks. In the United States, the case Milkovich v. Lorain Journal Co., 497 U.S. 1 (1990), held that statements implying false facts damaging to a party’s reputation may be subject to defamation claims. Similarly, Australia’s Defamation Act 2005 prohibits misleading claims that could harm a business unjustly.
Supporting Documentation:

Chat transcripts illustrate that Taniz was kept informed and never requested a cancellation; rather, he urged early delivery.
Our terms and conditions explicitly state that buyers are responsible for checking the legality of imports in their own country and accept the risk of customs seizures. Taniz acknowledged these terms before ordering.
Request for Review Removal We kindly request that Trustpilot remove this review due to its inaccurate and misleading content, which fails to reflect the true nature of the customer’s experience and our documented communication. This review misinforms potential customers and unjustly tarnishes our reputation, contradicting Trustpilot’s commitment to transparency and accuracy.

Svar från Adultsmart

28 sep. 2017

Hi Luke,

Thanks for the feedback. Your order was placed on Saturday 26 August and it was shipped on Monday 28 August and details with tracking number were emailed to you - Your order #R29491 has been dispatched Startrack Couriers Tracking ID: IVV05309 Startrack Couriers Tracking Website: https://www.startrack.com.au/ .

There have been two delivery attempts that have failed. We are now contacting Startrack to see the status of your shipment but until you sent this message we were unaware that you had not received it.


Rick

UPDATE
Shipment was received by Luke next day after he notified us he had not received. Bullet was broken - perhaps as it was in storage awaiting collection for so long - in any event we replaced bullet free of charge and no post cost. Luke was contacted and he indicated that He received new vibrating device and it all works wonderfully. He has been offered a discount off his next purchase.

Svar från Adultsmart

Uppdaterad 1 nov. 2024

Mike you purchased this item on Saturday the 26th of July. That same day you put a paypal case in requesting to cancel the transaction. We consented and you were refunded through paypal. If you wish to pay for the item we are happy to send it to you.

Policy Violation: Inaccuracy and Misleading Content

The review posted by Mike contains inaccurate and misleading information, suggesting that we failed to deliver a product, despite his request to cancel the order and our immediate refund through PayPal. Trustpilot’s guidelines require that reviews reflect truthful experiences related to fulfilled transactions. Here, the product was never shipped due to Mike’s own cancellation request, making this review inapplicable to our service.

Grounds for Removal:
Inaccurate and Misleading Statements: The review falsely implies a service failure for non-delivery when the product was never shipped, following Mike’s request for cancellation. This misrepresentation could mislead potential customers, suggesting issues with fulfillment when the transaction was voluntarily voided by the customer.
Reputational Harm Due to Misleading Content: Misleading reviews that allege non-delivery without factual basis can harm our reputation by falsely portraying our service as unreliable. Under the Defamation Act 2005 in Australia, statements that harm a business’s reputation due to inaccuracies may be grounds for removal. This review unfairly impacts customer perception by implying negligence, despite documented compliance with the customer’s instructions.
Supporting Documentation:

Transaction records confirm that Mike requested a cancellation on the same day of purchase (July 26), and a full refund was issued immediately through PayPal, making the review irrelevant to a legitimate delivery experience.
Request for Review Removal We kindly request that this review be removed, as it inaccurately portrays our business’s service based on a transaction that was voluntarily canceled by the customer. Trustpilot’s guidelines emphasize the importance of fair, fact-based reviews, and removing this content would support accurate customer perceptions and uphold Trustpilot’s standards of transparency.

Svar från Adultsmart

1 nov. 2024

Adultsmart does not sell or advertise for sale DVDS!

Policy Violation: Inaccurate and Irrelevant Content

Melanie’s review inaccurately references DVD purchases, a product category that Adultsmart.com.au does not sell or advertise. This misrepresentation does not reflect a valid experience with Adultsmart, making it irrelevant to our business profile. Trustpilot’s guidelines stipulate that reviews must pertain to actual experiences with the business being reviewed, which this review fails to meet.

Grounds for Removal:
Irrelevance to Business Profile: The review details a transaction involving DVDs, which are not available on Adultsmart.com.au. This indicates that the review is intended for a different retailer and is mistakenly posted on our Trustpilot profile, leading to potential confusion for customers seeking accurate feedback on our offerings.
Inaccuracy and Misleading Content: By suggesting that Adultsmart.com.au sells DVDs, the review misleads potential customers about our product range, potentially impacting customer trust. Under Australia’s Defamation Act 2005, statements that misrepresent a company’s offerings and cause unwarranted reputational harm may be subject to correction or removal. This review’s false product information does not align with our business operations, creating a misleading impression.
Supporting Documentation:

Product listings and internal records confirm that Adultsmart.com.au does not offer DVDs, further demonstrating that this review is irrelevant to our profile.
Request for Review Removal We request that Trustpilot remove this review due to its inaccuracy and irrelevance to Adultsmart’s actual offerings. This removal would uphold Trustpilot’s commitment to accurate, business-relevant feedback that fosters informed customer decisions.