I am a very dissatisfied customer
I am a very dissatisfied customer. I placed an order for my two children for Christmas, including posters. It was quite an expensive order. Afterward, I received a tracking link that didn’t work because I never received any confirmation email. Eventually, I tried using a different email address.
When I finally accessed the tracking page, it stated that everything had been delivered, but we never received anything. You are completely unreachable. The only way to contact you is via email, which is already very unfriendly to customers, and after sending three emails I still haven’t received any response.
This gives me a very bad feeling. Are you scammers?
PostersBase からの回答
Hello,
We are sorry to read your review and would like to clarify a few important points.
First of all, your order confirmation email was successfully sent to the email address provided at checkout. If it did not appear in your inbox, it may have been filtered into spam or promotions. When you contacted us using another email address to request the tracking information, we replied within 48 hours, which is a reasonable response time for customer support, especially during the Christmas period.
Please note that email is our official and documented customer support channel, clearly stated on our website. We answer every request as quickly as possible, but during the holiday season, response times can be slightly longer than usual. That said, 48 hours for customer support is still well within standard service levels.
We would also like to be very clear: we are absolutely not scammers.
All orders are produced and shipped daily. However, A2 posters require a longer production and handling time due to their size and volume, which can extend delivery timelines. This information is clearly explained in our shipping policy before checkout.
If you would like your tracking link resent, you are more than welcome to email us again, and we will provide it to you promptly.
We remind customers that public accusations are serious, and we always encourage direct communication so situations can be resolved calmly and fairly, as we have already done in this case.
Kind regards,
PostersBase Team