Adultsmart Reviews 

Reply from Adultsmart

Aug 9, 2016

Hi LC,

You are absolutely right. You ordered a bottle of lubricant that we were out of stock and you were sent two smaller bottles so that you received the quantity amount ordered. Generally this would not be done without contacting our customer first but our main customer service operator that contacts our retail customers is overseas on holidays. During her break we asked our manager in dispatch to take some initiative should there be issues that can be handle at his level rather than swamp the rest of our service team. He should have contacted you first prior to sending out.
Today I believe Maria has spoken to your about this issue and has ordered the item that was out of stock. This will be coming in some time this week and at our expense we will ship the exact item you ordered. Maria also informed me that you will be happy with that resolution.

Thank you for shopping at adultsmart and we apologize for any inconvenience or angst caused.

UPDATE
Hi LC,

We have sent and you have received the correct item at no additional expence to you. We have contacted you and you have indicated that you are happy with the service and the issue has been rectified.
Thank you for shopping at adultsmart.

Reply from Adultsmart

Jul 7, 2016

Just an Update to This,

We now use Australia Post E-Parcel. The service is in general slower than Fastways (2-3 business day delivery time) and costs on average and extra $3 per parcel - however since using this service we have not had anything be delayed for an unreasonable time and more importantly nothing lost.

Regards

Rick

Hi Andrew,

I hear your frustrations and when we received your email on Friday we have been on the phone to Fastways too trying to find out what is going on. Your review has now cemented our business decision to find another courier service not being fastways. I checked their online reviews today and was appalled at what I saw and explains why of our 26 reviews the ones (except for one) that are not five star are because of poor delivery service.

http://www.productreview.com.au/p/fastway.html

If your products do not get delivered today Andrew please contact me and I will resend your order and if or when the order that was initially dispatched to you arrives please just send it back at our expense. It will take me a week or two to co-ordinate a change of courier service as it is a mammoth logistical change but it has to be done. My only fear is that previously we have used Couriers Please and Australia post yet still received complaints re slow delivery and failed delivery. We are running out of courier companies to use.

Rick