After I did not hear back from customer service for another week, I sent an email suggesting that I would lodge a dispute with the credit card company unless they could demonstrate that a package was actually sent (I had not received the certificate of posting, which I needed to be able to make an inquiry with the postage service).
I received a response within 24 hours - asking me to wait another week for the package. They’ve promised a refund if the package doesn’t arrive by tomorrow. I’m not hopeful.
Parcels get lost, particularly around this time of year. I can understand that. What I can’t understand is why it takes seven weeks for an item that was supposed to take 7 days to arrive, before it is acknowledged that there is a problem. My first email to support was after 24 days of no updates. If the problem had been dealt with then, I would have been a satisfied customer.
The equipment was for a conservation project being run in Africa, where tracking collars are being developed to counter horrific wildlife poaching. As a direct result of the seven week wait, I cannot get the parts in time to complete a critical part of the system. I leave for Africa on Wednesday.
The order number was 95708. If you could ensure that the refund is processed without significant delay, that would be appreciated.