No information about the order after one month
I made a order on december 10 (items were marked as immediatly available), after few hours I received the notice that the order was waiting for the carrier to pick up the package. One month later the order is still waiting to be collected by the carrier. I wrote three times with no reply. I tried to call, an automatic reply (only in french) just suggests to write them. I never experienced a so bad assistance and I have no idea about the status of the order.
Reply from Kubii
Hello, you placed your order on the 10/01 at 4pm, our team prepared and shipped it on the 11/01. The transport company - Mondial Relay - subsequently lost your order. Many of our team are away over the Christmas period, which explains the longer than usual time it took to respond to your message. As soon as we had confirmation from Mondial Relay that your package had been lost we immediately sent a new order on the 13/01, which has since been delivered. We apologise for Mondial Relay losing your package, unfortunately we have no control over the delivery process as Mondial Relay is an independant company. We also do our best to react as quickly as possible when an issue occurs due to the transport company; we do however understand that it is frustrating.
Regarding your mention of our phone line: we are a French company, and it is therefore reasonable to expect that the message on the phone be in French. Had you rung the number you would have found that our team speaks both French and English. Our email address is also available on the website and we respond in any language that is emailed to us.
We replied to all of your emails, except that this took longer over the Christmas period.
If you have any thing you would like to discuss, feel free to call us on +33972624330.
Sincerely,
Kubii Client Services