Star Shaker® | Drinks Come True Reviews 

Reply from Star Shaker® | Drinks Come True

May 23, 2021

Dear Mr Fernandez,

Thank you very much for your review. We want to let you know the following:

First of all we are not a shipping company, so letting a review regarding shipping fee is a shame. You should be reviewing in many assets such as quality of products, customer support, price of the product etc. it is at least unethical to write a review and give one star only for shipping price.

Secondly you sent us a message on instagram asking for shipping fee to Portugal. We explained that is a fixed price for the most countries in Europe and we can’t do any discount on shipping fee.

Before completing your order you were able to check again the total cost and the cost of shipping. You agreed with our terms and conditions and you completed your order. That means you agreed with the price of shipping. You were able to cancel your order if you thought that price of shipping was too much for you.

We believe that one star for just shipping fee is way to low and it’s not fair.

In any case thank you for your review.

Reply from Star Shaker® | Drinks Come True

Updated Jan 20, 2021

Dear Customer,

Thank you for your valuable review but let’s take the things from the beginning.

You place an order on Friday 8th January 2021 which means that it would be packed and shipped on the first working day (as mentioned in our policy) which is Monday 11th and you were informed that due to the covid-19 situation there might be delays even if you pay the most expensive shipping rate. ( THE UK IS UNDER A VERY HEAVY LOCKDOWN ) .

You were supposed to receive your products on Thursday 14th and instead you received them the day after which is Friday 15th. On Wednesday you sent us an email asking for a refund of the shipping cost not of the products because wrongly thought that you were to receive the products on Monday 11th. That was your own assumption of course and therefore we refused the refund of the shipping cost (You can read all the information about shipping in our policy). In the time of covid when you expect a package with the intention of giving it as a gift i suggest you plan long before.

As far as the faulty item is concerned , all items are in boxes and in plastic slips and none of the packaging was reported as DAMAGED. All items are checked in the factory in Japan and then in our warehouse prior to shipping. So it is rather difficult to be scratched so deep so as the polished stainless steel surface to be removed unless it is done on purpose with a sharp object or it has been used.You do send photos asking for a refund for the second time. We do not refuse the refund but we asked you to send the item back to our warehouse.
Your response was :

"The item was damaged/defective out of the box. The tooling scratch has completely exposed the layers beneath the polish stainless steel.
Clearly you did not properly check the item, as you shipped it in a damaged condition.
As such I will be disputing the transaction and also leaving negative feedback and photos on Trust Advisor, etc.
I will also escalate the issue without further correspondence."

So at that point as a company we decided that we will not refund you the item if you DO NOT ship it back because we believe that your intentions were DISINGENUOUS and not our service as you mentioned in your review.

To sum up, we are more than willing to refund you the item provided that you send it back as it is described in our policy (that you should have read carefully). You can escalate the issue and hopefully we will be given the chance to back up our decision as well.

Best Regards
Star Shaker Team

PS. It is really awkward to edit your review 11 times and add new information. This is going to be our final reply. In our terms of policy we clearly state that it may take 3 working days to prepare and ship the items. We do contact FedEx to ask about the one day delay out of courtesy. Still in covid time 1 day delay is totally acceptable especially for the UK WHICH IS UNDER STRICT LOCKDOWN.
Finally, if you decide to send the item back you will get a full refund. We never refund a product without having it in our warehouse. Once we receive the product you can get you refund. Your refusal to confirm with our policy and at the same time demand to keep the product and to get a refund make YOUR intentions seem DISINGENUOUS and not our customer service.