PeekWise Reviews 42

Reply from PeekWise

Nov 25, 2020

Dear TrustPilot reader,

This customer requested to cancel her order 50 days after placing it, even though her package was already shipped and in transit. We informed her that depending on the region/area we were experiencing delays beyond our control due to widespread airline cancellations and logistic restrictions as a result of COVID restrictions.

Unfortunately, she did not accept our apologies as well as our solutions offered. She engaged in abusive behaviour towards our customer support team and opened a chargeback with her financial institution, which we won as delivery was confirmed via tracking number LY125388195CN.

We stand by the opinion that her complaint is vexatious and this review was not based on a genuine experience.

Regards,
PeekWise Team

Reply from PeekWise

Updated Nov 27, 2020

Dear David Ginter,

Thank you for leaving a review. We are sorry that you had a negative experience.

We have looked into your concern and, unfortunately, many couriers were challenged with extensive transit restrictions; regrettably, that was beyond our control and some orders got delayed in transit as a result, including yours. However, we can see that your packaged was delivered back in August as per the tracking number LY081627190CN shows.

Please note that there was a disclaimer in the product page, and during the checkout process we also advised there would be a severe impact on service quality for international inbound and outbound services, and that the shipping time was estimated only. Consequently, service delivery standards couldn't be guaranteed and a situation of force majeure was invoked.

Please also kindly consider that when our team responded to you in several circumstances, we informed you that we would certainly help you out, although we requested that all profanity, hate speech, and abusive language contained in your messages to be ceased.

While we truly understand your frustration given that you had your order delayed, we absolutely do not tolerate abusive language out of respect for our customer service representatives.

In any case, we sincerely apologize for the inconvenience caused and we hope you can give us another chance to prove that our delivery is fast, accurate and reliable.

Kind regards,
PeekWise Team

Reply from PeekWise

Updated Nov 25, 2020

Dear TrustPilot reader,

This customer purposely placed a chargeback with her credit card company for an order that she placed and received, as per the tracking number LY129940395CN results show.

We do not tolerate credit card fraud, and all fraud, without exception, will be prosecuted to the full extent of the law. In addition, we are currently pursuing civil legal action seeking loss of income related to this fraud, including business, legal fees, research costs, employee down time and loss of revenues.

PeekWise considers credit card charge-backs to be fraud if a customer made no reasonable effort to work with us to resolve any problems with their purchase. All frivolous charge-backs not only cost our employees time away from our usual and customary matters of conducting normal business, but cost us money.

Regards,
PeekWise Team

[update]

Dear TrustPilot reader,

Unfortunately, we have reasonable evidence to suspect of fraud because this customer have not provided any proof at all to back up her claim, such as a copy of a Police Report or a Stolen Package/Missing Mail Search Request.

On the other hand, we do have proof of delivery such as an actual letter from her local post office stating that her package was delivered in or at her mailbox at 12:32 pm on June 16, 2020 in Shawnee, KS 66226. They checked their handheld tracking device and it shows the package was delivered to the mentioned address, and the postal delivery worker himself confirms this, signed the document and remembers the delivery.

We also have proof of shipping and a copy of the actual shipping label on the package that shows the destination address and the shipping company's stamp to verify the shipment date. Additionally, proof of delivery can be obtained here: https://global.cainiao.com/detail.htm?mailNoList=LY129940395CN

Under the circumstances, we reported this case to the relevant law enforcement agencies of her jurisdiction. We are also taking further necessary actions, including but not limited to commencing legal action for recovery of the products, refund, interest, legal costs and other relief.

Regards,
PeekWise Team

Reply from PeekWise

Nov 25, 2020

Dear TrustPilot Reader,

Unfortunately, because of the coronavirus pandemic and disruptions to supply chains back in April 2020, we were experiencing difficulties in fulfilling some orders due to high demand, this one included.

As this was an international crisis, this unfortunate event heavily affected all fulfilment centres. Most courier services were having a massive delay because of increased parcel volumes as more people started shopping online, along with special delivery conditions and disinfection procedures being applied on both inbound and outbound packages.

Since we know it can frustrate when a delivery date is uncertain, we promptly issued a full refund via her original payment method. While we understand this situation was disappointing, we were hoping this no-hassle refund would help her purchase her items elsewhere.

To ensure that this crisis does not take place again, we have taken all precautionary steps.

Kind regards,
PeekWise Team

Reply from PeekWise

Updated Nov 27, 2020

Dear Rachel,

Thank you for taking the time to write us a review.

We appreciate how frustrating it was to be waiting for your delivery, so thank you so much for your kind patience. We've just looked into the history of your order, and we can see that your parcel was successfully delivered (LY119316441CN).

Please note that all couriers had to adapt to the challenges the pandemic presented, and as consequence our normal practice of delivery was impacted. There were widespread massive delays in the US network due to:

- Reduction in air freight capacity and passenger flights (which also carry parcels);
- A significant increase in parcels volumes, many of which required manual sorting;
- Hygiene and social distancing requirements (such as social distancing through zoning, dedicated shift start times to reduce cross over of workers, etc).

Even though we advised during checkout that delays would be inevitable and the delivery time frame was estimated only, we thank you once again for your understanding and for bearing with us during this challenging time.

Kind regards,
PeekWise Team

Reply from PeekWise

Apr 29, 2020

Hello Srinivas!

Thank you for your feedback. I hope you're healthy & hanging in there!

I've just checked your order, and I can see it's still being processed at our warehouse due to a recent surge of orders and inquires, which have led to an exceeded workload and a backlog at our end.

This fulfilment process is taking longer than usual as we adopted strict hygiene practices to handle all packages. Besides, our warehouse is located in a secure building, and our facility is never open to the public. All of our products are stored and fulfilled from our environment controlled room, which is only accessed by just three employees. Each order is picked and packed by only one staff member, and only that one staff member interacts with your product.

I understand this might be disappointing, so I've gone ahead, cancelled your order, and issued a full refund. Please accept my apologies for any way in which this may have inconvenienced you.

If you have any questions or concerns about our products or processes, we welcome them and are always happy to address your inquiries personally. Please reach out anytime! Stay safe, stay healthy, and thank you for your understanding.

Kind regards,
PeekWise Team

Reply from PeekWise

Apr 21, 2020

Hello Jeanne,

Thank you so much for the positive feedback, we really appreciate it. We are always trying to improve and make sure every customer has a great shopping experience with us so it means a lot to us seeing your review.

If you need any help kindly feel free to contact us on (support@peekwise.com). Our support team will be happy to assist you. :-)

Kind regards,
PeekWise Team

Reply from PeekWise

Apr 17, 2020

Hello Deanka,

Thank you for your review. I hope you're healthy & hanging in there!

I apologize that due to the global coronavirus outbreak and disruptions to our supply chain, we are experiencing difficulties in fulfilling orders in a timely manner.

I've just checked your order, and I can see it's still being processed at our warehouse due to a recent surge of orders and inquires, which have led to an exceeded workload and a backlog at our end.

Also, in accordance with social distancing rules, all of our products are stored and fulfilled from our environment controlled room, which is only accessed by reduced staff. Each order is picked and packed by only one staff member, and only that one staff member interacts with your product. Therefore, due to these unforeseen circumstances, delays are inevitable.

In any case, I know it can be frustrating when a delivery date is uncertain, so I've gone ahead and issued a full refund via your original payment method. Please wait 3-7 business days for the funds to fully appear on your bank account or card.

To ensure that this crisis does not take place in the future again, we have taken all precautionary steps. Once again, we apologize for the inconvenience. Under the circumstances, we are certain that you will kindly understand the necessity of our cancellation.

Please consider these factors and, should you wish to clarify any specific matter, feel free to contact us so that we can make sure to answer any queries you have.

Kind regards,
PeekWise Team

Reply from PeekWise

Apr 17, 2020

Hello Camille!

Thank you for providing a positive review.

We truly appreciate your business and look forward to servicing your next order.

Kind regards,
PeekWise Team

Reply from PeekWise

Apr 17, 2020

Hello Trang,

We are very sorry you didn’t receive your package as promptly as you expected. We know it can be frustrating when a delivery date is uncertain, so thank you very much for your patience.

Please kindly note we experienced an unusually large number of orders and a global mask shortage, which disrupted our normal delivery schedule.

Besides that, due to widespread airline cancellations, as well as traffic and logistic restrictions as a result of the coronavirus outbreak, most airports around the world have increased security and scrutiny, hence delaying the transit of many parcels in many countries. As this is an international crisis, all fulfilment centres globally are affected by this unfortunate event.

The issue is yet to be resolved as governments are taking additional precaution in transporting packages. All courier services such as EMS, DHL, FedEx and UPS, are having a massive delay. There are also further delays to both inbound and outbound services for China, with special delivery conditions and disinfection procedures being applied to items destined for Hong Kong.

Despite these unforeseen circumstances out of our control, I've just issued a full refund. Please accept my apologies and expect the money back in your bank account/credit card within 3 to 10 days.

Lastly and most importantly, keep yourself and those around you safe during these times!

Kind regards,
PeekWise Team

Reply from PeekWise

Apr 17, 2020

Hello John!

Thanks so much for your positive feedback and good vibes.

We're happy that you're happy, and we're looking forward to your next visit.

Hurry back!

Kind regards,
PeekWise Team

Reply from PeekWise

Mar 23, 2020

Dear Kam,

We are very sorry you didn’t receive your package as promptly as you expected. We know it can be frustrating when a delivery date is uncertain, so thank you very much for your patience.

Rest assured that your parcel is in transit and is expected to be delivered within the next few weeks. Please note we have been experiencing a large number of orders and a global mask shortage, which disrupted our normal delivery schedule. However, we are working hard with partner airlines and other postal operators to move items as quickly as possible although due to the ever-changing situation, delays may occur in all destination countries.

Besides that, because of widespread airline cancellations, as well as traffic and logistic restrictions as a result of the coronavirus outbreak, most airports around the world have increased security and scrutiny, hence delaying the transit of many parcels in many countries. As this is an international crisis, all fulfilment centres globally are affected by this unfortunate event.

The issue is yet to be resolved as governments are taking additional precaution in transporting packages. All courier services such as EMS, DHL, Fedex and UPS, are having a massive delay. Also, please be aware there might be further delays due to restrictions on working days at Hong Kong Post and a significant increase in parcel volume, as well as special delivery conditions and disinfection procedures being applied on both inbound and outbound packages.

Despite the prevailing circumstances out of our control, be certain that you WILL receive your order, and you're fully covered by our Money-Back Guarantee. In the meantime, we hope you'll understand this unpredictable situation. While I understand that this is disappointing, I hope we can make it up to you with a US$10 Store Credit from us (use code: YOUMATTER).

Please take these factors into consideration and, should you wish us to clarify any specific matter, feel free to contact us so that we can make sure to answer any queries you have.

Thank you in advance for your kind understanding and have a lovely day ahead!

Kind regards,
PeekWise Team

[update]

Hi Kam,

We haven't received any communication from you, except from this channel. Please make sure you're contacting us through support@peekwise.com.

We have been keeping track the situation and also your package status and we strive to keep you posted of any update as soon as I have it. If you do not receive your parcel within 60 business days, please get in touch and we will issue a full refund, no questions asked.

Regarding our store and Facebook page being down, we sincerely apologise for the inconvenience. Our e-commerce platform and Facebook are temporarily banning advertisements and commerce listings that sell medical face masks as part of its response to the Covid-19 pandemic. We are working to get it back as soon as possible.

Should you need any further information, do not hesitate to contact us.

Kind regards,
PeekWise Team

Reply from PeekWise

Apr 17, 2020

Hello Deanna,

Thank you for the kind words. I'm delighted to hear that you had such a great experience interacting with our customer support team.

Feedback like this helps us constantly improve our customer experiences by knowing what we are doing right and what we can work on. So, I appreciate you taking the time to send us this helpful response.

Don't hesitate to reach out if you have questions, comments, or concerns.

Kind regards,
PeekWise Team

Reply from PeekWise

Apr 17, 2020

Hello Charlie!

Thank you for giving us feedback on your experience with our store.

Don't hesitate to reach out if you have any more questions, comments, or concerns.

Kind regards,
PeekWise Team