Offering some good products but with inferior customer service
I bought a Nooski rat trap, a remarkably effective and clever item, at Ace Hardware here in Indonesia where I live. Unfortunately, as often happens with Ace, when I sought a new Nooski, Ace was out of stock. I was happy to find the product available at Pestgard, a NZ company, and so I ordered one. It was somewhat pricey to ship to Indonesia, but at least Pestgard was willing to do so and predicted the product would arrive in 10 business days. The confirming email from Pestgard invited me to track the shipment, but offered no link to do so. I emailed Pestgard with this concern. Its rep replied, "Yes, sorry if this email is confusing. For our customers in NZ a tracking link would be provided. As this has been sent with international airmail, there is no online tracking. If you have still not received your order, we will need to raise a query with NZ post for a status on this." As it turned out, I did receive the shipment in good time, but I cannot be very happy with a company that does not take responsibility for the delivery of its products.
Reply from Pestgard
Obviously some misunderstanding here, as we are really not certain why you state that we not take responsibility for the delivery of our products.
It is an unfortunate fact that this NZ post service has no online tracking, we have no control over this. Had you not received the product; as advised, 'we' would have raised a query for you with NZ post or if there were further problems we would have refunded you or dispatched a replacement.
Hope you enjoy your nooski rat trap and glad you received this safely. Thank you.