The Recovery Project レビュー 49

The Recovery Project からの回答

2026年2月12日

Hi Pauline,

Thanks for your review and for confirming the boots arrived safely and are working as they should.

I completely understand that the process felt drawn out, and I’m genuinely sorry it took multiple emails to get everything resolved. Behind the scenes we were actively following up and trying to get clarity on the parcel. Unfortunately we were caught up in a run of Australia Post processing delays that affected a portion of our shipments at the time. Once it became clear things weren’t moving as they should, we made the call to resend your order via DHL to get it to you without any further hold ups.

Just to clarify, the replacement shipment was already arranged before the PayPal claim was withdrawn. The claim itself did not trigger dispatch, but I completely understand why you felt you needed to take that step given the uncertainty and delay.

I also want to address your concern about whether you were dealing with a genuine Australian business. That’s a fair question when tracking looks unusual. We are an Australian owned, family run business, and all communication you received was directly from us. The international tracking simply reflected the courier method we used to bypass the Australia Post delays, not because we operate offshore.

We really appreciate you taking the time to share your experience. While I’m pleased the boots are working well for you, I acknowledge the path to getting them to you was not smooth. We have since made changes to our shipping processes to reduce the risk of this happening again.

Kind regards,
Amanda

The Recovery Project からの回答

2026年2月12日

Hi Hannah,

I’m really sorry you’ve felt this way, but I do want to reassure you that we are absolutely not a scam.

Your order was delivered on February 3. Earlier in that period we were impacted by Australia Post processing delays that caused a small portion of parcels to stall or move slower than expected. As soon as we identified what was happening, we started arranging alternative shipping methods so orders wouldn’t sit in the same network any longer than necessary.

We completely understand how frustrating delays can be. It’s not the experience we want for anyone, and we’ve since made changes to our shipping process to reduce the risk of this happening again.

If there’s anything else you’d like us to clarify or assist with, please let us know. We’re here to help.

Kind Regards,
Amanda

The Recovery Project からの回答

2026年2月12日

Hi Andrew,

I’m really sorry for the frustration this caused. I completely understand how concerning it is to see labels created with no visible movement.

I can confirm your order was delivered on January 29, but I also acknowledge that the process getting there was not smooth.

At the time, we were dealing with an issue affecting part of our Australia Post eParcel setup. Some parcels, including yours, were correctly booked but then delayed or not scanned properly within the network. From your side, that understandably looks like nothing is happening, which is frustrating.

To be clear, we do carry stock and dispatch orders, and we would never take payment without the intention of supplying the product. That said, the label processing issue caused delays that fall below the standard we expect of ourselves, and I take responsibility for how that impacted you.

We have since corrected the configuration and adjusted our shipping process to reduce the risk of this happening again.

I know this experience affected your trust, and for that I’m genuinely sorry.

Kind Regards,
Amanda

The Recovery Project からの回答

2026年2月12日

Hi Mandy,

I’m really sorry you’ve felt the need to leave a review to get a response, that’s not the experience we want for anyone.

I’ve checked your order and can confirm that it has already been delivered. I understand how concerning it is when tracking goes quiet and you don’t hear back straight away. Over the past period we’ve been facing some shipping and processing issues that led to delays and a high volume of enquiries, and unfortunately that affected our response times as well.

That’s not an excuse, just context. We should have communicated more clearly with you, and I’m sorry we didn’t do that sooner.

If for any reason the parcel hasn’t actually reached you, please let me know immediately and I’ll investigate it personally.

- The Recovery Project Team

The Recovery Project からの回答

2026年1月17日

Hi there,

I’m really sorry to hear about your experience and I completely understand how frustrating this situation would be, especially given the time that has passed.

The period around Black Friday and Christmas saw an unusually high volume of orders, which unfortunately highlighted some gaps in our systems and processes that we’re now actively working to rectify. On top of this, we were also let down by Australia Post on a number of occasions, with parcels delayed or not scanned correctly despite being lodged. While delivery is outside our control once items are handed over, we know that doesn’t make the experience any less frustrating.

We have already reached out to you directly to provide an update on your order, and we’re continuing to monitor this closely to ensure it’s resolved as quickly as possible. I’m very sorry for the frustration this has caused and for any breakdown in communication along the way — that’s not the experience we want anyone to have.

Thank you for raising this, and we genuinely appreciate the opportunity to make things right.

- The Recovery Project Team

The Recovery Project からの回答

2025年12月26日

Hi Jimmy,

Thanks so much. We’re really glad you’re enjoying the compression boots, and we appreciate the shout-out to our customer service. Thanks again for the support, it means a lot to us.

- The Recovery Project Team

The Recovery Project からの回答

2025年12月26日

Hi Sarah,

Thank you so much for the lovely review. We really appreciate your support and kind words. it means a lot to us as an Aussie family-owned business. We’re so glad you’re enjoying the product.

- The Recovery Project Team

The Recovery Project からの回答

2025年12月26日

Hi Yvonne,

Thank you so much for the lovely review. We really appreciate you taking the time to share your experience, especially after such a stressful start. We’re so glad we were able to get everything to you in time for Christmas and that the communication and support made a difference.

- The Recovery Project Team

The Recovery Project からの回答

2025年12月24日

Hi Irma,

Thank you for taking the time to leave this feedback. You’re right to call this out, and we’re genuinely sorry for the experience you’ve had.

Over Black Friday, we received a much higher volume of orders than we anticipated, and it’s clear that our systems and processes at the time weren’t up to the standard they should have been. That’s on us, and it resulted in longer wait times than is acceptable.

This was unfortunately compounded by delays within Australia Post over the Christmas period. We’ve had a number of parcels delayed or even returned to us without explanation, and Express Post has also been impacted due to the sheer volume moving through the network. While that helps explain what happened, it doesn’t change the frustration it caused you.

We truly appreciate you raising this, as we’re already working on improving our processes and capacity going into the new year so this doesn’t happen again. We’re really sorry that your order was affected and that we didn’t meet expectations this time.

- The Recovery Project Team

The Recovery Project からの回答

2025年12月23日

Hi Paul,

Thank you so much for the kind words, we’re really glad to hear the boots were exactly what you expected and that the advice from the team was helpful.

We truly appreciate the recommendation and your support. Enjoy the recovery, and if you ever need anything, we’re always here to help 🙌

- The Recovery Project Team

The Recovery Project からの回答

2025年12月23日

Hi Ross,

Thank you for taking the time to share your experience. You’re absolutely right, the length of time it took for your order to arrive was far from ideal, and we understand why that was frustrating.

During our Black Friday sale and the lead-up to Christmas, we experienced significantly more delivery issues than we ever have before. While that helps explain what happened, it doesn’t change the fact that the outcome wasn’t what it should have been for you, and we take that seriously.

As a small, family-run business, this period has highlighted areas where we clearly need to improve our processes and systems, particularly around dispatch communication and managing peak-period demand. This is something we’re actively reviewing and addressing as we move into the new year.

We’re genuinely sorry that your experience fell short of expectations and appreciate you calling it out. Feedback like this is important to us and helps us do better.

— Pete & Amanda
The Recovery Project

The Recovery Project からの回答

2025年12月16日

Hi Tara,

I’m really sorry to read this and I completely understand why you’d feel frustrated given your experience so far. I want to reassure you that we are absolutely not a scam — we’re a small, family-run Australian business.

I also believe Pete (the owner) has already reached out to you via email to help get this resolved.

I’m genuinely sorry for the delay and the lack of clear updates. We’re taking this seriously and will make sure it’s sorted properly.

Kind regards,
Precious
The Recovery Project

The Recovery Project からの回答

2025年12月24日 に更新

Hi Steph,

I’m really sorry for the delay you experienced with your Black Friday order, I completely understand how frustrating that was, especially during such a busy time.

I just wanted to confirm here that we’ve since been in touch with you directly and that your order has now been delivered. The Black Friday period created a much higher volume of orders than we anticipated, and combined with delays in the Australia Post network, some orders unfortunately took longer than they should have.

That said, we genuinely regret that your experience fell short, and we appreciate your patience while this was resolved.

— The Recovery Project Team

The Recovery Project からの回答

2025年8月20日 に更新

Hi Lauren,

I’m really sorry for the delay and for the issue with your pants. We’ll sort this under warranty and arrange a fix or replacement at no cost. Please email us at info@recoveryproject.com.au with your order number so we can prioritise this for you.