We have by far the best, most understanding, and most grateful customers in the world. You're truly amazing, and we receive many kind emails. There are very few black sheep, and we'd like to share the most recent case with you today.
This morning, we received an email from a customer who pre-ordered nut-free Easter chocolate in February, totaling approximately €70. In her email, this customer asked us when her chocolate would finally arrive, as nothing has arrived yet.
So I immediately started searching, found the order, and discovered that the order, along with all the pre-orders, was correctly processed, packaged, and shipped on March 22nd. More than two weeks ago! The customer was also correctly notified of the shipment on the same day (March 22nd), along with the DHL tracking number. What went wrong?
Of course, it didn't take long to figure out the problem! To get straight to the point, here's the reply I sent Tanja shortly afterward:
We don't operate profitably, incur four-figure losses every month, and run the Chocolate Wonderland in our free time. It's our dream to do something good!
Last year, we already had to increase the postage costs to €4.99 because we can only ship insured and with a tracking number. So all our customers suffer! Only DHL makes additional money.
Despite such annoying incidents, we look forward and know that most customers are honest, happy to have found allergen-free chocolate, and we appreciate each of their orders.
We would also like to continue to be there for you personally, whether you have questions, special requests, or ideas or suggestions for improvement!
Thank you for visiting the Chocolate Wonderland 🙂