Healthy Planet Reviews 

Reply from Healthy Planet

6 days ago

Hi Jill,

My utmost sincere apologies for this, especially in terms of how the shipment was received.

Now, yes, I do see that since that initial email, you did end up calling, and the situation was resolved on the phone, with all the dented/damaged cans being refunded in full.

In terms of the "still never received a response via email," typically if the resolution is reached on the phone, we close the open service ticket/email, so customers don't receive a duplicated response (or a different reply from a different representative).

That being said, of course, it shouldn't (and normally does not) take that long to receive a reply. Certain things can impact the email response time, though (especially if there's a sale around a major holiday like Canada Day and we're backed up a bit on our end).

The normal timeframe for the email inbox is typically 24-48 hours, although we are a very close-knit and small team, so it can occasionally take longer. But we do genuinely care about helping our customers and will always resolve your issue (refunding you or replacing the products in a situation like this) even if there's a bit of delay in email reply.

Typically, the fastest way to get through ends up being by calling that support line, which is generally answered immediately. But, again, I do really apologize for this experience with the order itself. As a manager, I've also spoken directly with the packing department in the warehouse and warehouse operations. Generally, a lot more care should go into securing larger, sensitive orders like this (containing either cans, liquids, or glass items) to ensure there's no damage while in transit, since the courier companies can be pretty rough with the parcels.

Sincerely,
Nicholas

Reply from Healthy Planet

Updated 6 days ago

Hi Sher,

Indeed, I do see the free Canada Post return label (RMA) was sent to you on June 20th, which you did send back right away — unfortunately, just with you being in North Vancouver and the courier being Canada Post, it can take some time to reach us. I see this was just returned to us (reached us) only on Friday, July 3rd.

The return was then processed over the course of the weekend, but no reshipments/replacements can be shipped until the next business day. The reshipment has now been processed with the label generated — please do just allow some time for the delivery since it is going back out to BC. I did use a faster, expedited shipping option from our end, via Purolator, for the ~3 replacement boxes.

As well, I will ensure that I personally reply back to your email as well to advise you of the same and provide the tracking number so you have it in that email in case you did not receive the automated confirmation of the 3 replacement boxes.

Sincerely,
Nicholas