Poor communication
I placed several orders during the holiday season, including one with Elektrobode on 1 January 2026. I didn’t expect lightning-fast delivery because of the holidays, but I eventually received everything I ordered - except the items from Elektrobode.
After reaching out on 7 January, I was told that my order had not been shipped because they were waiting for one item to arrive, which they expected only on 16 January. Their plan was to ship the entire order together once that item arrived. This was never proactively communicated to me - I had to chase them to find this out.
I asked whether they could send the items they already had in stock and ship the remaining item later. Unfortunately, this request was simply ignored. Even a brief response such as "sorry, we can’t split the shipment" would have been far better than no reply at all.
To be fair, it’s possible I missed a notice that one of the items had a longer delivery time (the website does show such notices for some products). However, it was not clear at checkout that a single delayed item would hold up the entire order.
What Elektrobode could do better:
1. If you’re unable to meet your standard shipping policy, communicate proactively — customers shouldn’t have to chase for basic information.
2. Don’t ignore customer requests. A clear refusal is better than silence.
3. At checkout, offer a choice: “ship everything together later” or “split the order into multiple shipments” (even if this costs extra).
Reply from Elektrobode
Thank you for sharing your detailed feedback. Your comments highlight several areas where our communication and order-handling process can be strengthened, and we appreciate you taking the time to outline them.
Regarding the delayed item in your order, clearer updates about the expected arrival and the impact on the complete shipment should have been provided. Additionally, your request to ship available items separately should have received a direct response. Timely communication is important to us, and your experience shows there is room for improvement.
You also raised an important point about the checkout process. While some products display extended delivery times, it was not sufficiently clear that a delayed item could postpone the entire shipment. We agree that this can be improved. In fact, we are already planning a more transparent and informative checkout page to give customers a clearer view of delivery expectations and potential options.
Your suggestions regarding flexibility in shipment choices align with the direction we are considering as we refine our process.
Thank you again for your constructive input—it helps us continue improving. If there is anything further we can assist you with regarding your order, our team is available to help.
