Healthy Planet Reviews 40,000

Reply from Healthy Planet

4 days ago

Hi Anna,

Thank you for leaving this feedback for us; my genuine apologies for the slight delay in your order being delivered!

Generally, orders within Ontario are delivered ~2-3 days from when they're placed. In this case, I do see the order was placed on June 11th (Thursday) and delivered on June 16th (Tuesday) — which is a little longer than normal for us.

Unfortunately, usually it's because nothing gets processed over the course of the weekend, so anything that gets shipped out on Friday usually doesn't get processed through Purolator until the following business day on Monday, and then delivered the next day.

We are working on expanding our options for couriers beyond those we currently use — and are looking into next-day and same-day delivery options at the moment, too, since we can understand this feedback and do want to improve delivery times.

Sincerely,
Nicholas

Reply from Healthy Planet

Updated 4 days ago

Hi Stefanie,

We do appreciate the honest and transparent feedback! I'm sincerely sorry to hear the online experience for this order wasn't smooth -- first, yes, "Restorative Formulations" as a brand is typically available online for home delivery, not in many of the retail store locations (as it's considered a 'professional' naturopathic brand, stock is often very limited across the stores for brands like this and Cyto-Matrix).

In terms of the shipping/delivery timeframe, it is usually 2-3 days from when you place your order to when you receive it, especially within Ontario. That's the norm for us too. Even if you qualify for free shipping (labelled as "regular"), it is still expedited on our end, as we do pay for expedited shipping for all of our shipments.

The fact that you have not received your order by now indicates something *is* wrong with the shipment. Looking at the tracking, I don't see any updates after the initial Purolator scan on June 13th, meaning they likely lost the parcel.

In these situations, we would always refund you in full or send you out another shipment ASAP with the fastest option we have via courier to fix the problem -- but unfortunately, we have no way of knowing until the customer, such as yourself, alerts us to an issue/delay with their order. For any concerns like this, you can always reach out to us via our Customer Service at support@healthyplanetcanada.com.

Please do send us a quick email (you can do so at my attention - Nick) and let me know if you'd like me to have a replacement sent out to you ASAP or to fully refund you for this product.

Sincerely,
Nicholas

Reply from Healthy Planet

4 days ago

Hi Michelle,

I am genuinely very sorry for this.

Unfortunately, (while rare) inventory issues can sometimes happen -- where we "have" stock of the product in the warehouse, (hence you being able to order it), but once the Warehouse Operations team goes to 'collect' the item for the order, they find it broken, damaged, with a loose seal, or nearing expiration, etc. In these cases, we typically try our best to obtain the product from the supplier/manufacturer ASAP so we can still ship it with your order...but in this case, it appears as though the Ylang Ylang is actually on back-order.

The refund was basically a last resort, since we didn't want to hold up your order any longer than we already had waiting on this one item -- hence it then finally being cancelled and refunded.

Certainly, for the inconvenience, I will add some online store credit to your account you can use off a future order, and we are always happy to honor the sale price which you were supposed to get it at (~20% off) when it does eventually come back into stock. You can just send us an email when you next order it, you can reference my name (Nicholas) as a manager, and we'll adjust for the 20% discount after the order is placed.

Sincerely,
Nicholas

Reply from Healthy Planet

6 days ago

Hi Mike,

Our genuine apologies for the delay.

Usually, orders (within Ontario) are processed, shipped and delivered within ~1 to ~2 days.

In this case, from the tracking and our end, it looks like it was placed on June 10th, shipped out on June 13th, and delivered on June ~16th. (So yes, unfortunately, it also seems like the shipping company was a little slower than normal on their end, too).

At the time you placed this order, unfortunately, we were a little delayed on our end -- but I do want to reassure you that the normal timeframe is definitely a little bit faster. Again, my genuine apologies for the delay on this shipment.

Sincerely,
Nicholas