Luneberry Reviews (%countItem)
Luneberry Rating
Address: 12219 Paddock Way, Houston, Texas, United States, 77065
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Address: 12219 Paddock Way, Houston, Texas, United States, 77065
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12/31 I purchased my order. After several weeks of not having a shipping update, I reached out politely via email and received no response and reached out again. several days later I received an in an invoice for additional money due to shipping to Alaska with a note at the bottom that my order would be shipped that day If I paid. I paid the fee within 15 minutes. My order tracking never updated as shipped, still saying that a shipping label had been printed by the company but the box had yet to arrive at the shipping office.
I reached out several more times to see if my product was ever shipped. No response. After writing a polite letter expressing my disappointment in lack of communication. The owner responded stating that my order had shipped the day I paid the additional shipping fee and stated she would contact the shipping company and get back to me. After never hearing back about the order I checked in again via email I received a response that she was checking in on it and would send a replacement order that day and would send me a new tracking number for the replacement. I thanked her and never received a tracking number. I reached out again via email to request the new tracking number. Still no response, I reached out several times over the next few weeks with no response. I then requested a refund as I have no product or confirmation of shipping.
12/31-Order Placed
1/11-Email Check in #1 as to shipping date
1/15-Email Check in #2 as to shipping date
1/27-Email Check in #3 as to shipping date
1/28-Email letter expressing dissatisfaction politely to lack of communication
1/29-Received first Email response that my order had shipped and they would "look into it"
2/5-Email Check in #4 as to shipping date
2/7-Received second Email response stating a new replacement order would be shipped that day and that I would receive a new tracking number
2/10-Email Check in #5 requesting promised tracking number
2/13-Email Check in #6
2/18-Email Check in #7
2/19-Email Check in #8
The client ordered (2) products; a wooden pooh bucket and a wooden trench bowl, from our website. We promptly packaged the items. However our standard shipping (which only includes the lower 48 states, as stated in our policies) did not cover the entire cost of shipping to Alaska. The client was contacted and sent an additional invoice for the remaining shipping costs. She paid the amount and the package was shipped through USPS. This process took place within our standard 14 day shipping period, Also stated in our policies.
Unfortunately the package was never scanned by the post office and it never showed up in their tracking system. The client contact us because she had not received the package. After trying for some time of working with the post office to locate the package, and hoping for the packages arrival to the client, it was determined that it was lost. At that point I agreed to replace the the lost items at our cost of both shipping and product cost. Unfortunately this did not happen in a timely manner and at her request, her money was refunded.
I have never had a complaint filed against my business and this is unsettling and I take this very seriously. I don't know if any additional information is needed for this case to be closed.
Thank you for any direction that you can provide.