Hello,
I'm a Customer Service rep at DealsDirect.com.au. I'm sorry to hear of your experience.
Unfortunately, from time to time things will go missing in the post - this is something we are unable to control however we do ensure every parcel is covered by transit insurance.
It sounds as if you were referred to Australia Post in the first instance to check whether the parcel was possibly held up somewhere. Once an item goes missing, an investigation needs to be lodged with Australia Post which our Customer Service team handle. It is Australia Post that gives a time frame for investigations of 7-10 days though we very rarely end up waiting that long for an answer (I'm confident you should receive a response soon).
I am sorry to hear however that you had a negative experience with our Customer Service team. I will certainly pass this feedback on so we can improve in this area.
Hi,
I'm a representative of DealsDirect.com.au.
I have looked into this (I believe a Customer Service member has also since contacted you) as it was discovered after an investigation that Australia Post incorrectly sorted the parcel to the Welshpool DC in WA. They have since forwarded the parcel on to the correct location. The item is currently in transit and may already have been delivered to you.
We go on the information provided to us by Australia Post however we will usually submit an investigation if there are problems (such as you have experienced). This unfortunately takes time so we do apologise for any upset this may have caused you but hopefully the matter has now been resolved to your satisfaction.
In the extreme case of an item being lost in transit, DealsDirect will usually replace as the item is covered by transit insurance.
Thanks.
