Paid for 5 products, now told I’ll receive 4 – with delayed delivery and no price adjustments
I ordered a Salt & Stone Discovery Set based on the information provided at the time of purchase, which stated that the set contained five deodorants. After my order was placed and paid for, I was informed that the set actually contains four, with no price adjustment.
On top of this, the delivery has been significantly delayed due to issues on the retailer’s side.
Customer service acknowledged the mistake but only offered 15% off a future order, which does not resolve the issue with the current purchase. I paid for five products and am receiving four, at the same price, and with a late delivery.
I feel this situation should have been handled with a proper adjustment or refund for the affected order, rather than pushing compensation to a future purchase.
Disappointing experience overall, especially given the lack of a fair resolution.
Update:
Initially, my experience wasn’t great, but I really appreciate how the company handled the situation in the end. They adjusted the price according to my request, which felt fair and professional.
I received my deodorants and I’m very happy with the products themselves, excellent quality. The package also included a handwritten note, which was a really thoughtful and personal touch.
While the start was disappointing, I’m satisfied overall and think they resolved the issue well. I would say the final outcome left me with a positive impression.
Reply from youtime.com
Thank you for taking the time to share your feedback. We’re genuinely sorry to hear that you feel disappointed, that’s never the experience we want anyone to have, and reading this is of course very upsetting for us.
We take enormous pride in our customer service, and our customers truly are everything to us, which is why we want to respond openly and transparently.
The change from five to four deodorants in the Discovery Set was the result of a miscommunication from Salt & Stone themselves. We were advised by the brand that the set would contain five minis, however we later learned that this information was incorrect. As soon as this came to light, we immediately updated the product description on our site and proactively contacted all customers who had purchased the set based on the original information.
Regarding the delivery delay, this was unfortunately outside of both our and Salt & Stone’s control. We initially expected delivery within 48 hours of the product going live, however extreme weather conditions across Europe and delays at the distribution centre caused unavoidable disruption. We fully understand how frustrating this is and are truly sorry for the inconvenience.
We’re also sorry that the compensation offered did not feel sufficient to you. Our intention with the 15% discount was to acknowledge the inconvenience and thank customers for their patience, not to dismiss the issue. We would like to clarify that the Discovery Set was already purchased at a 20% promotional discount at the time of your order.
That said, we completely understand your perspective and would very much like the opportunity to resolve this properly with you. We kindly ask that you contact us directly at hello@youtime.com, referencing this review, and we’re confident we can find a solution that feels fair to you.
Once again, we’re sincerely sorry for your disappointment and truly appreciate you raising this with us. We hope to hear from you and would be grateful for the chance to make this right.
Kind regards,
Steve Terry
Founder & CEO, Youtime
