Subliminator

Hey NPN Lifestyle,

I'm sorry to hear about the issue. I looked a bit into this, and from what I can tell, 2 hoodies in that order didn't come out as expected. Our support has followed up with you by the time of writing this review, and I believe it has been resolved. You've recreated those 2 products, and the cuffs print looks to be correct now, and the reshipment order for this will be handled and shipped by us asap.

I hope this gives you the impression on how we handle orders. No business is perfect, and mistakes can happen. As long as you know that we will always take care of our merchants if the mistake is on our end.

So I hope you can reconsider the 1-star review, and even if you think it's fair, we still appreciate your feedback and we will keep improving upon our services.

Hi Rice & Tees,

Thank you for your review. I'm sorry to hear about your bad experience on shipping. Unfortunately we don't have much control over the speed of regular shipping, as there could be many reasons why a delivery can take a little longer than usual, even up to the last leg of the journey where the local post might be over capacity or any other reason for it to be delivered slower than usual.

However, we do offer express shipping for this specific reason, to allow our clients to be able to receive their products much faster at a small up-charge. I'm not sure if you're familiar with this already, but you can check the details on that over here: https://help.subliminator.com/en-us/article/what-are-your-express-shipping-fees-grqvbv/

Either way, your feedback is appreciated, as it helps us to keep improving upon our services and to give you and your customers a better experience.

Thank you for your kind review. If there's any feedback you might have for us in the near future, don't hesitate to reach out to our support team.

Hi there,

Sorry to hear about your experience. I've had a quick look at your orders, and your first order took indeed much longer to get delivered than usual. On average from order to delivery outside of the peak season expect a turn-around time of 2 weeks. However the speed of delivery during November and December slows down a bit, and varies a lot per location. No excuse, but the harsh reality of everybody ordering for the holidays and shipping companies running at full capacity.

I do see that the other orders are moving much faster than your own order, so these should be delivered soon. The same applies to your order, as it's already with the delivery service.

I do advice to set the right expectations for your customers during Q4 (Whether you're using us or another company). Because things can take a bit longer on the delivery side. And for USA orders you also have the option to upgrade your orders to FedEx shipping, which delivers in 2-3 days max. If you don't know how, please send our support a message on support@subliminator.com

I'll keep an eye out on the progress of these remaining orders, and hopefully you can give us another chance.

Hi,

Thank you for your review. I've had a quick look up and I can find 1 order from your store which was indeed shipped a bit later than our usual production times. From what I can see is that production time took 13 calendar days, so a little longer than the timing we state, but it was shipped on the 11th of May. So the info of your order not being shipped after 29 days is incorrect, especially considering the order came in at April 27, and today is May 19.

So since this is your first order with us, you might have missed that it has been already fulfilled. You can find the tracking information inside Subliminator > Orders > Click on the order.

The lack of follow up on your email is most likely because we have been switching our customer service software since last week, so that has been a transitioning period. If you could reach out to support again I'm sure they will get back to you in a timely manner.

The only reason I can think of right now as to why production took a few days longer than it should have is that we recently ran out of our "fashion" fabric, and our fabric supplier delayed the restock, which delayed orders in that period that were using that fabric. Which I agree, we should have communicated better, so I'm sorry about that.

Regarding delays in shipping, which is currently a worldwide problem with ALL shipping companies because of COVID-19, we did send out newsletters as well as posted about it in our Facebook group (please join if you haven't yet, as we update it very frequently).

I hope this explains things a bit better, and hopefully it can change your opinion about us as a company. As the 1-star review is definitely not a reflection of how we do business or how we treat our customers.

**UPDATE: It looks like this order was already delivered on May 28, which makes it 30 calendar days from order to delivery during a worldwide pandemic. Which isn't that bad. We hope you like the products and can reconsider your 1-star review :)