Something fishy!

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Andrew John HUSSEY

I'm not sure what's going on but I'm getting frustrated.

  • Paid deposit.
  • Paid remaining order costs
  • Received email on the 23rd Dec telling me I'm in Group E for shipping notifications 11th Jan
  • Chased support asking about shipping info on the 12th
  • Automated reply from support on the 12th Jan
  • No further emails from Hammerhead
  • Email on the18th telling me I'm now in Group  H

What?

Can anyone explain please?

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    Hari Krishnan

    @Andrew: Sorry to hear that you feel this way. Let me clarify this for you.

    I checked the details and can see that you have accidentally purchased a Gift card instead of completing the Final order for Karoo 2. In this case, we will automatically swap your Giftcard purchase for a complete Karoo 2 order. No additional follow up is required from your end. We will also ship Jersey as you have also placed the order for it.  You will receive a confirmation email within 24 hours. 

     

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    Andrew John HUSSEY

    I'm still not entirely sure that I understand. 

    I can see now looking back at the order it does say "Gift Card" but the text:

    Thank you for your purchase!

    Hi Andrew, we're getting your order ready to be shipped. We will notify you when it has been sent.

    is rather misleading followed by the email telling me I was in Group E? Surely having ordered a gift card that didn't constitute an order there should be no allocation and certainly no email telling me I was in Group E with shipping on the 11th.

    Lastly, if I raised a ticket on the 12th why has it taken a week for an explanation? I appreciate you're busy and we're in difficult times but it does seem a little remis! 

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    Hari Krishnan
    • Edited

    We are sorry for the confusion caused. I believe that you got the email stating that the order is ready to be shipped because Jersey was included in the order which we intended to ship as soon as possible. We have ported your order for a Karoo 2 gift card to a new Karoo 2 order and it will be shipped within 48 hours.

    Here is the order number: 1036476

    Jersey will also be shipped separately and you will get the tracking details soon.

    We totally regret the fact that we were unable to answer your ticket on time due to the huge backlog we are having at the moment due to pre-order completion. We hope you understand.

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    Andrew John HUSSEY
    • Edited

    Thanks. Apologies that I didn't notice I'd ordered a gift card rather than a unit.

    However, it does seem there's some ambiguity in your order processing but I'll leave that with you to sort out.

    You can close this post off.

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