I'm sorry that you had an un-satisificatory experience. I apologise for the misunderstanding.
You believe your credit card information has been used; At JESSICABUURMAN, we do not have our individual on-site built-in / integrated payment processor, we use reputable 3rd party payment process compaies such as PayPal. When you click on PAY NOW, our website will direct you to the 3rd party payment process company's payment page (e.g., PayPal's payment page), you'll then complete your payment and sent back to our website.
We have chosen to use the reputable 3rd party payment process companies to process our payment for precisely the reasons of; 1. Those payment processing companies are specialising in processing payments, they have the highest internet security and anti-fraud system and softwares possible. 2. Because we do NOT process your payment on site, therefore we do NOT have access to your card information. This also means, we do not need to store your credit card information on our site or in our database.
I'm sorry to know that your card account is under investigation, but we can not be responsible for it, as explained above, we do not have access to your card information, therefore it's not possible to 'use' something we simply do not have.
In regarding your order has been received in a beaten up shoebox. All our orders are posted in the brand new shoebox with many layers of wrapping to prevent the possible damage during transit by the Shipping Company or the Delivery Company. The shoebox for your order received damaged may caused during transit due to the rough handling.
In regarding the extra shipping fee charged. We have paid the shipping fee in full at the time of posting your package, there should not be any additional shipping fee charge at the door, unless it was for other services, such as duty fee.
If you can kindly provide us the receipt for the extra shipping charged, we'll be more than happy to issue you refund for the extra shipping charged (unfortunately we are not able to provide refund for tax or duty charged), this way we can also contacting the delivery company use your receipt as evident to file a formal complain and also preventing this happening in the future.
I'm really sorry that you had an unpleasant experience with us, if there's anything we can do, please do not hesitate to contact us at: email@example.com
In regarding $20 has been charged at the door. We have paid the shipping fee in full at the time of posting your package, there should not be any additional shipping fee charge at the door, unless it was for other services, such as duty fee.
We'd like to file a formal investigation request with the shipping company to see if $20 charged to you is legitimate or how to prevent this happening to other customers.
We are not able to track your JESSICABUURMAN Account details via username: shadddz If you'd like us to resolve this for you, please email our Support Team at: firstname.lastname@example.org
Thank you again for taking your time to leave your comment.
I've just emailed you to answer few of your queries, just in case, below is the rough copy of the email I've just sent to you.
1. 'I have not received an email back. I emailed the customer service representatives on Wednesday of this week and it is Friday night, there has been no reply. I emailed again today and have received nothing back. '
I've run a email history search and from our email history search your email has been replied on time and all within 24 hours (Please see screen shot attached).
2. 'sent me an email saying i would receive my package in "3-4 business days". My follow up question was what exact date would I receive the shoes. I felt 3-4 business days was vague and if EVERY other online store can give me an exact date of arrival, why can't Jessica Buurman.'
The reason we do NOT provide the exact day is because the shipping companies are their individual companies and we do not have any control of their quality of service. Therefore we can not 100% guarantee if the shipping company will 100% deliver your package on the date they've promised us without any delay (how long will it takes to clear the custom..etc).
3. 'while scrolling through some of these other reviews I doubt I will receive my shoes anytime soon. I understand that sometimes there are issues with orders and complications.'
Base on the DHL tracking number we have provided to you, you can track your parcel live on DHL official website. Your package will be arrived either today or tomorrow.
Prior to this, base on our email communication, we have not only refund your Express Shipping charge, we've also compensated you for the delay.
We feel we have tried very hard to resolve your issue and the review you've left is bit misleading.
P.S. JESSICABUURMAN is currently undergo a legal process with www.estorereview.com.au due to the fact, estorereview only displays the negative reviews and purposely ignores the positive reviews.
If you have any questions, please feel free to contact us at: email@example.com
I posted this review in hopes that someone would get back to me, and to express my frustration to other potential customers. You have solved my problem and have gone out of your way to help me. I really appreciate the fantastic customer service I received since. I have emailed the company, to ask if I can make a revision to my review and I have not heard back yet.