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That is where the problem lies. TLB was being honest and fulfilling what they said they would do. The customer tried to communicate with them to explain his needs. They both had two different understandings of the timeframes. Neither side was deceptive, but just a misunderstanding, which can easily happen through email.
I think TLB have been pretty open and made a lot of effort here. Even when it's not possible to meet our expectations it's still good to know they are trying.
Yeah, I moved from New York to New Orleans for a while. In New York time is money. In Louisiana, people thought I was rude for showing up on time.As someone who has done business all over, I think it's important for us to be culturally aware of business practices and cultures around the world. For example, if I emailed a Japanese company how long it will take to ship to me in US. They would underpromise, say within 7 days if it took around 3 in reality.
In Greece or Italy, good luck just getting an email back with a time in 7 days
I think in Spain, time is not seen as urgent and precise. It's ok to be late, expected even in some cultures. I've had similar experiences like this, where "around 3 days" doesn't include all that extra time and bureaucracy in southern Europe.
When they tell you shipping to Taiwan will take 3 days, it means average shipping time will be 3 days, not every order to Taiwan will be delivered in 3 days.
I can see there's a misunderstanding where you wanted to ask how long it will take until you receive it, and Toni seems to reply how long it will take for shipping only. On this matter, I think TLB should be more clear and transparent on their response.
However, if you need this item urgently, I think you really should specify it from very beginning, just to ensure they will give you a better estimation, (say give you the 95 percentile deliver time instead of avg time), especially during the covid, which impacts every chain of the delivery process.
This is a very difficult timing for everyone, I would imagine it'd be really hard to companies like TLB. If you want to make a recommendation to them to help them improve, just do it through E-mail. If you want to make a complain, I frankly don't think the situation is that bad, given you didn't specify the urgence in advance.
Yeah, I moved from New York to New Orleans for a while. In New York time is money. In Louisiana, people thought I was rude for showing up on time.
I've got friends who have lived in Spain; 9-10 days equates to '3 days business express' in Spanish time. You should try using a Spanish builder or mechanic. It's a bloody nightmare.They told me DHL express was around 3 days. I attached the email.
The package has not arrived. It says it will come next Tuesday or Wednesday. Which would make it 9-10 business days total.
That's not fair. I don't see it as complaining, this forum isn't for TLB, it's for everyone to share their experience. The guy shared his and seemed honest about what happened and took responsibility on his part. It's useful for people like me and you, we read it and get our own opinions as long as what is shared is truthful.
TLB however, to be frank, had a piss poor response to a customer. I do not see how he lied with what information was posted unless I'm missing something. I do not think I would shop with them seeing this if this is how they react even if there is just a miscommunication. But it's very clear that the question was answered poorly, and as a company, I would take responsibility and clear it up and learn. Not react like this.
And honestly, shipping and supply chains are all back to "normal" now. It's not really slower as shipping companies that need to make profit have adjusted quickly. It's another story if TLB themselves are having a backorder, that is something most companies that do online retail usually would say if that's the case. I didn't see TLB say that when asked.
I've got friends who have lived in Spain; 9-10 days equates to '3 days business express' in Spanish time. You should try using a Spanish builder or mechanic. It's a bloody nightmare.
oh, yeah. I have almost lost it so many times when I am in a rush, and the person checking me out at the grocery store is just standing there talking, holding the item in her hand, but not scanning it.I hear you, I notice even the bagging of groceries was also slower in the south I remember a moment of clarity when I realized I was going at a different pace when I was watching a lady slowly bag my grocery like she got all the time in the world.
Shipping is still quite bad here in North America, and probably UK as well, based on my personal experience.
And by saying Covid impacts delivery timing, it's not just the shipping itself, could have some delays on warehouse/ company themselves due to layoff or w/e.
I also don't think the response from TLB is very polite, I didn't comment on that.