Contact info for PNW ?

[CCK_8814]

This is not true. With USPS, the seller can initiate a lost package investigation once it has gone 14 days without a scan by a human or a machine. Due to how the days are counted the official waiting period to initiate a lost package claim is 15 days. Once USPS does an investigation, and the package is deemed as lost, it is the seller who needs to provide documentation to get reimbursed. During that time seller can ship a replacement or refund the buyer.

Here, if the package has been delayed for 17 days the seller should not just be sitting around telling the customer to go talk to USPS. Seller should actually try to help.

This is not a situation where the package has been delayed only 1-2 days. The packaged is delayed for two and a half weeks. It is not unreasonable for the customer to expect some basic amount of help and customer service other than “hey it’s not our fault, go talk to USPS and leave us alone.”

The buyer can also initiate this investigation though.

 

[C2_Reef]

Package finally arrived this morning after its journey from Feb 17th.

I wanted to share feedback:

As I stated to PNW in an email this morning. The products without a doubt are amazing. However the customer service and communication is the ultimate downfall. For a small business, maintaining good customer relationships is crucial to retaining sales and loyalty. Not keeping your customer base satisfied will lose sales long-term for any small business. I am hopeful you will make things right to retain your customers.

I’d appreciate hearing how you plan to improve communication and resolve issues to retain your customers.
A search of R2R shows that others have had similar experiences in the past.
I have a local friend who owns a coral business has been left hanging with a failed product and no communication as well.
I’m hopeful you’ll take action to make things right.