Gratis Urgent: Unresolved Orders And CST Service Experience
Dear Gratis, I placed two orders on August 26, 2024. Both of their statuses remained as "order received" for days, and I have been calling every day for the past five days to check their status. All the employees told me that my orders were being prepared. It seems like they are being produced again. One of my orders, Sn.: PR16571561, was dispatched on September 5, 2024, at 19:30, but it still shows as being in transit since yesterday. My other order, Sn.: PR16573849, is still being prepared according to the customer service representative. While my orders from other companies, including international ones, arrive within 10 days including customs, my orders from Gratis placed on August 26, 2024, still have not arrived. There is no estimated delivery time on your website, and the company's policies are NOT transparent. The customer service representatives kept providing pleasant dialogues but had no real resolution. With 15 years in customer-focused industries and experience including training at a major technology firm, it is perplexing that my order has not yet arrived after almost two weeks. It’s just a matter of packaging and sending products, not reproducing them. In my current job in the e-bike sector, we deliver worldwide within 3 to 5 days of order, with packaging and assembly included, and always by the 5th day at the customer's door. It is not that difficult. I’ve raised my concerns and requested a resolution to my dissatisfaction, but I’ve received no positive or negative response. I do not use coupons or follow up on them; I simply expect that a sample or promotional item could be included in my existing package to address my grievances in the interest of customer satisfaction. This should not be difficult to achieve. Please do not interpret this as a threat, but after my orders arrive, I will consider evaluating your competitors. I hope that in the future you will take your customers seriously and value them, allowing me to shop with satisfaction once again. Best regards, F F.
