I am based in Canada and order for delivery here.
Putting things in perspective to give honest assessment:
(1) The link below says, estimated delivery in 3-10 business days (Landmark Global Canadian delivery option) . The company does not start counting these days until order has left their warehouse
Catch here is: Found them taking 2-5 days for shipments after the date of orders. So goods arrive past this period. For my recent order (Placed on February 16th, 2015), I am still waiting for the delivery. So far 12 business days have passed from the date of shipment (21 calender days)
Link (referred above):
https://www.swansonvitamins.com/help/international-information/top-searched-countries/canada.html
(2) This period of 3-10 business days includes time taken for customs. (As confirmed by CSR: Molly B. during online chat on March 4, 2015 between 10:50am and 11:15am (EST)
In my case, customs took 2 business days for the clearance, so standard excuse of "delays in customs clearance does not apply.
(3) Personal experience on shipping: I have ordered over 15 parcels over the last 3 years (might have accounted for over $3000 purchase), in almost all cases after ordering, the shipment has happened after 2-5 business days. Usual response of CSR due to high volumes of orders, there is delay in shipment, we are sorry.
Guys, hire more people instead of standard excuses?
How does your apology solve any health problem?
(4)
Now, if ordered, and there is delay in shipment after ordering. The company policy is: Order can not be cancelled if the order processing has started So you get stuck!
Solution: Call up their CSR, who if kind enough can take you out of this mess and might cancel the order.
If it does not work, dispute the payment with credit card company and cancel the payment.
(5) If order has passed 3-10 business days limit, then as per the policy of the company, the customer must wait 15 business days to receive refunds/replace the package by sending another parcel. So in such cases, after adding there is further time-lag to receive the shipment. So minimum 20 business days (or maybe over 26 calender days if count 2 days of weekends). And remember that this is from the day of shipmen.
So hopefully in a month such orders might be received!
(6)
So what should a customer do if such goods are not received on time and have passed 3-10 business days from the date of shipment.
The solution I found, dispute the payment and cancel the payment from your credit card company; instead of dealing with their hopeless customer service.
(7)
Now, god forbid if you have to deal with their CSR.
If calling them, there is no record of that conversation. If chatting, (based on personal experience), if there is serious complaint and try to resolve that matter, less probability to receive the copy of that chat by email (their default option is to send the transcript of the chat by email), maybe the CSR does some magic!
(8) If email them, then absolute useless responses:
From my recent interaction:
My email (Dated March 3, 2015 EST): "I have checked in your online tracking system of both service providers (which are Landmark and Canada Post), then called up Canada Post, the order status has not been updated for the last many days. Could you please investigate so I receive my order as it it urgent.
CSR response (responded on March 4, 2015 by Courtney B., Email Specialist): We are sorry. You could check the tracking status at Canadapost.ca. We advise you to have patience.
Guys:
Did you read the email?
How the hell patience would solve the health problem?
Perhaps you should also go through the same problem to have the right experience.
(9)
Follow up email:
My email (March 6, 2015): the order status has not been updated. These products are urgent due to my health issue, could you please investigate or reship the goods;
CSR response (March 7, 2015 by Kellie B., Email Specialist): We are sorry. If you do not receive your goods by March 12, 2015, then contact us for further assistance. Also, can you verify your address with us?
Now, I pray that you have similar health issues so that you learn to deal with the real issue rather than doing smart talk.
Verify your address: Guys, how many orders have you shipped so far and for how many years? You can not do this earlier?
Long-live smart talk!
So after pleading and waiting for 21 calender days, the order status has changed (so that gives everyone the solution that one should wait to be harassed by their CSR, and if you are alive by that time due to them being sorry/having patience, then perhaps order status change would be granted to you.
In my case, unfortunately it is a weekend, so might have to wait another 2-3 days!
(10) Found other options:
(a) eVitamins.com
(b) iHerb.com
(c) VitaminLife.com
(d) LuckyVitamin.com
(e) Vitacost.com
Canadians beware, 12-months refund option only applies to the orders within the US.
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