Its honestly like pulling teeth dealing with this company. At no point do they actually contact you they wait for you to follow them up after you have paid and not received items. Until which point you mention Fair Trade months later and list your legal credentials in the email at which point communication becomes regular and a refund offered. At this point I had to tell them to atop emailling as communication became so frequeny. Mind you, this refund was only in exchange for me removing my original review which, quite frankly, seems ridiculous as it echoed every other review here. They rely on continuously reminding customers they are a small family business and we shouldnt blame them for items waiting on release - yet they dont tell you the items are on backorder when you purchase them. Then they get onto your previous orders - if you didnt complain you must be satisfied with their services and therefore you should just be happy. I do not call months of waiting on a product where the company makes no attempt to reach out and apologise for the delay and failure to inform the product is on backorder - then having to threaten Fair Trade to get a refund, okay. Nor the company saying I shouldnt punish them for the product being unavailable currently - why not?!? They had ample time to notify of its delay and they never bothered to make any form of contact. I have now received a refund for the product, but not the promised $10 postage refund which I requested when the website made me split my order into two parts and pay a double postage fee when all the products were send in one box. I havw in writing the refund of postage would be made but honestly too much of a hassle to follow up. They have no interest in improving their systems - only after making a publically accessible complaint here will they bother to communicate with you. Never ever have I had such a bad customer service experience in my life. Being family run does not give you a get out of jail free card to ignore the Australian Consumer Law (ACL). Sad really that in this day and age businesses cannot be bothered to follow the law. All my own personal opinion of course.
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