An Apology from Superbuy
Dear Superbuy Users,
Greetings!
Our sincere apologies for the delayed parcels shipped with the Canada Tax-Free Line. We understand that this is an unpleasant shopping experience to you. Please accept our apologies for the inconveniencecaused.
The delay of the parcels and the problem it caused were not what we expected. The weather was awful, the customs were not cleared fast enough, and there was a seasonal parcel influx. It was unfortunate with the circumstances but nonetheless we did not inform our users in advance. We have made an unacceptable mistake and wewill not shirk the responsibility.
Superbuy aims to exceed customers’ expectations and our staff are trying their best to fulfill the goal. The unfortunate incident is a great lesson to us. We will learn from our mistake so that we do not run the risk of repeating them.
Since last month, we have received many reports sent by multiple departments regarding the delay of the parcels that were shipped using the Canada Line and Canada Tax-Free Line. We have concluded to suspend the linewith the CEO of Superbuy, Mr. Gong Haixing, who also agreed on such action. Asquoted by Mr.Gong, “There will be economic loss if we suspend the line but weshould focus in solving what is important to our users. Our users’ satisfactionis much more important than the business relationship between us and ourlogistics partners.
No matter how difficult the problem is, we should try ourbest to solve it, and that’s how we meet our customers’ expectation.”
In order to minimize the impact on the users from Canada, we decided to temporarily suspend the Canada Tax-Free Line service on 28 December2017 (Beijing time). At the same time, we have replaced the line with another logistics partner with a better shipping efficiency. The Canada Tax-Free Lineis enabled again on 5 January 2018 and I hope we could earn your trust back with the improved services of this line.
There are several reasons that the parcels shipped using theCanada Tax-Free Line were delayed:
1. The logistics company responsible for the line did not have enough shipping space.
2. The Canadian Customs were examining and taxing more parcels from the e-commerce websitesthan before. The extra time needed for the process caused the delay of customsclearance.
3. The logistics company responsible for the line failed to provide a valid solution to the urgent matter, we tried to assist them but nothing worked.
We failed to explain the cause of the delay clearly in our current announcement and therumors on different platforms made the situation even more confusing. We should have treated the issue more seriously and be considerate over our users’feeling.
We apologize again for the misunderstanding.
However, we want to make one thing clear. We were trying our bestto send the parcels that were shipped before we suspended the line to the cargoplane. We urged our logistics partners many times during the process and wealso used all the resources we had. We wanted to make sure that these parcels cleared the customs as fast as possible and were handed to the local courierson time.
“We promise that we will do whatever we can to deliver the parcels to you.”
Some of the delayed parcels have already been delivered to ourusers after clearing the customs. For the parcels that are still on the way or being examined by the local customs, we will continue to urge our logistics partners to update the information until the last of the delayed parcels isdelivered to the destination. We will collect the information provided by thelogistics companies or customs and update them in the announcement.
Following decisions have been made regarding the delayed parcels shipped with Canada Tax-Free Line:
1. If your parcel is delayed for more than 30 days, we will send you a ¥50 shipping coupon to you for every delayed parcel (The coupons will be delivered to you by the system, you can contact the customer service team to extend the expiry date for you if want to use them later). If you did not receive the compensation,you can contact us, and we will add the coupon to your account.
2. For every day passed after 30 days, as compensation, we will credit your account ¥10 per day until you sign the package. The total amount will be credited to your account within 7 business days after you signed your parcel.
3. If you still did not receive your parcel after 45 days, you can contact the customer service team and ask for a full refund.
The compensation plan is valid until 13 February 2018 (Beijing Time).
You can contact our online customer support team (Through parcel enquiry, after-sales and email) if you have any questions or suggestions regarding the announcement. Tell us about your situation and concern, we will try our best to solve the problem for you.
*If you have already received your delayed parcel, I hope you can accept our apologies and continue to support us.
*If you have not yet received your delayed parcel, you can contact our customer service team, and we will try our best to resolve your problem.
*If your delayed parcel is lost, please do not worry, we will refund the full price to you.
We will learn from the incident and respond to similar situations better in the future. If you think that the way we solve the problem is not good enough, please contact us immediately, and we will try to provide you with a better solution. Also, you can contact us anytime if you have any suggestionsor complaints regarding our services so we can solve the problems faster.
Thank you for your kind understanding. We will continue to provide the best service available and I hope you could support us and help us reach the goal.
Regards,
From All ofUs - Superbuy