Fat Buddha Store Omdömen 276

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Hi,

We are genuinely sorry your order ended this way. We completely understand how frustrating it is to pay for items and then feel you have had to chase for a resolution.

We are not a con. We are a small independent store, and although that does not excuse a poor experience, we accept that our online service fell below the standard customers should expect from us. During this period, we experienced significant disruption while changing systems, and some orders and customer emails were not handled quickly enough.

Where an order has not been received, we will always investigate and make sure the customer is not left out of pocket. In this case, we understand you opened a PayPal case and the payment was resolved through them.

We are sorry we did not resolve this directly for you sooner. We have since made changes to how online orders and customer emails are managed, including having dedicated support in place, so issues like this are dealt with much more quickly.

Kind regards,

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Hi,

I'm really sorry to read this, and I completely understand why the experience has left you feeling so frustrated.

We are not a scam, but we fully accept that if an order is late, communication is poor, and the returns process is unclear, then it can feel that way from the customer's side. That is not the standard we want to give.

We have recently had issues with delayed dispatches and customer service backlogs, and while that explains some of what went wrong, it does not excuse the lack of clear communication. We are actively working through this and have now assigned a dedicated person to improve customer support and ensure customers are not left without answers.

Returns can be arranged through our returns portal or by contacting us directly via email so that we can advise you properly based on your order. I'm sorry that wasn't made clear to you at the time.

I also understand that you felt you had no option but to raise a chargeback. That's disappointing, but given your experience, I can see why you took that route.

Apologies again for the poor service on this occasion. We are working hard to get this right.

Many thanks,

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Sorry to hear this. Your order clearly should have been handled better, and I completely understand why you're frustrated.
We have had a difficult period with online order processing following a system changeover, which has, in some cases, caused delays and poor communication. That is not the service we want to give, and it is not good enough that the replies you received did not clearly answer where your order was.
We now have a dedicated person working through these issues and improving the way online orders are checked, updated, and followed up on. If this is still unresolved, please email us with your order number, and we will ensure it is properly reviewed and either dispatched, replaced where possible, or refunded.
Apologies again for the inconvenience and for the lack of clear communication.

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Hi,

I am really sorry about this. You are right to be disappointed, and this clearly should have been checked properly before you were advised to come into store.

It sounds like the wrong pair was sent out, and then we made the situation worse by not confirming that the correct Tens sunglasses were actually available before suggesting an exchange. That is our mistake, and I completely understand how frustrating it must have been to spend more time chasing this when it should have been a simple fix.

I am also sorry that your follow-up emails were not answered. That is not the level of service we want to give, and we have been working through a backlog, but I appreciate that does not help when you are left with the wrong item and no clear answer.

Please email us again with your order number, or reply to the existing email thread, and mark it for Louise’s attention. We will arrange either a return for a full refund or, if there is another suitable pair you would prefer, we can look at an exchange.

Again, I am sorry this was handled so poorly. Thank you for being fair enough to separate the issue with us from the Tens brand itself.

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Thank you for your feedback. I’m very sorry that you have had such a poor experience with us, and I completely understand why you are frustrated if you were waiting weeks for a reply and felt ignored.

We do not plant or fake reviews. Positive reviews come from genuine customers, many of whom have had good experiences with us, but that does not take away from the fact that your experience clearly fell far below the standard we expect of ourselves.

We had a very difficult period following a system changeover, which caused delays with order updates, tracking information and customer service replies. That is an explanation, not an excuse. We should still have communicated better with you.

If your order was not received and a refund was due under our terms, then it should have been handled properly and without you needing to raise a chargeback. I’m sorry that did not happen.

We have since made changes to improve this, including having a dedicated person dealing with online customer service and order follow-up, so issues are dealt with more quickly and clearly.

I am sorry again for the inconvenience and frustration caused. This was not deliberate, but I accept that from your side it must have felt completely unacceptable.

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This review was left by a former employee and contains claims we do not accept as accurate.

It would not be appropriate for us to discuss individual employment matters in a public forum, but we do take both customer service and staff wellbeing seriously. Any genuine concerns raised with us directly are reviewed through the correct internal channels.

Fat Buddha Store is an independent business and a Living Wage employer, and we work hard to provide a respectful and professional environment for both our team and our customers.

We are sorry you feel this way, but we do not agree with the claims made in this review and will not comment further on individual staffing matters publicly.