Star Shaker® | Drinks Come True Omdömen 

Svar från Star Shaker® | Drinks Come True

Uppdaterad 20 jan. 2021

Dear Customer,

Thank you for your valuable review but let’s take the things from the beginning.

You place an order on Friday 8th January 2021 which means that it would be packed and shipped on the first working day (as mentioned in our policy) which is Monday 11th and you were informed that due to the covid-19 situation there might be delays even if you pay the most expensive shipping rate. ( THE UK IS UNDER A VERY HEAVY LOCKDOWN ) .

You were supposed to receive your products on Thursday 14th and instead you received them the day after which is Friday 15th. On Wednesday you sent us an email asking for a refund of the shipping cost not of the products because wrongly thought that you were to receive the products on Monday 11th. That was your own assumption of course and therefore we refused the refund of the shipping cost (You can read all the information about shipping in our policy). In the time of covid when you expect a package with the intention of giving it as a gift i suggest you plan long before.

As far as the faulty item is concerned , all items are in boxes and in plastic slips and none of the packaging was reported as DAMAGED. All items are checked in the factory in Japan and then in our warehouse prior to shipping. So it is rather difficult to be scratched so deep so as the polished stainless steel surface to be removed unless it is done on purpose with a sharp object or it has been used.You do send photos asking for a refund for the second time. We do not refuse the refund but we asked you to send the item back to our warehouse.
Your response was :

"The item was damaged/defective out of the box. The tooling scratch has completely exposed the layers beneath the polish stainless steel.
Clearly you did not properly check the item, as you shipped it in a damaged condition.
As such I will be disputing the transaction and also leaving negative feedback and photos on Trust Advisor, etc.
I will also escalate the issue without further correspondence."

So at that point as a company we decided that we will not refund you the item if you DO NOT ship it back because we believe that your intentions were DISINGENUOUS and not our service as you mentioned in your review.

To sum up, we are more than willing to refund you the item provided that you send it back as it is described in our policy (that you should have read carefully). You can escalate the issue and hopefully we will be given the chance to back up our decision as well.

Best Regards
Star Shaker Team

PS. It is really awkward to edit your review 11 times and add new information. This is going to be our final reply. In our terms of policy we clearly state that it may take 3 working days to prepare and ship the items. We do contact FedEx to ask about the one day delay out of courtesy. Still in covid time 1 day delay is totally acceptable especially for the UK WHICH IS UNDER STRICT LOCKDOWN.
Finally, if you decide to send the item back you will get a full refund. We never refund a product without having it in our warehouse. Once we receive the product you can get you refund. Your refusal to confirm with our policy and at the same time demand to keep the product and to get a refund make YOUR intentions seem DISINGENUOUS and not our customer service.

Svar från Star Shaker® | Drinks Come True

25 aug. 2020

Dear Sir
Thank you for placing an order with us and for the useful feedback . We take all reviews into consideration and we try to improve our service but in your case it seems that there is a misunderstanding or a communication problem .

Right after placing your order we emailed you to inform you that one item was out of stock and we suggested two ways to proceed with your order. Either to refund the item and send the rest or to send you the in stock items and ship the one missing later with no extra shipping fees.
You never replied so we took the initiative and sent you the order without the out of stock item. We reckon that this is the best and fastest way for you order. Upon your receiving the order you never contacted us and instead you just uploaded a review.
In any case we do appreciate when customers contact us to sort out their orders and we are very sorry that you didn’t.
You still have the chance to get a refund for the missing item.

Best Regards

Star Shaker Team