An email pointing out the quality issue wasn't even answered (no apology or regret...) - clearly, they no longer need the business - what a shame.
Here's the update and the reason for changing from 1 to 4 stars:
The company finally responded - yes - human error happens - I actually received two replacement deliveries (I don't know if it was intentional or "an oversight").
Everything is fine now - so why not 5 stars?
I've placed many orders - that's not always perfect - no question - but the delivery in question was of such poor quality that, in my opinion, they shouldn't have even sent it in the first place!
Therefore, thank you for the replacement deliveries, and please pay closer attention to what is being sent to customers.
Dear Customer,
First of all, we would like to sincerely apologize for the inconvenience caused.
We have reviewed your case and we are very sorry to find out that your email went unanswered due to a human error.
If you have known us for a while, you know that we always respond to emails within less than 24 working hours and strive to handle all complaints to the best of our ability. This has always been our goal and will remain so. Customer satisfaction is our top priority, even though it can sometimes be challenging due to the nature of our products (perishable, untreated, etc.).
Regarding the mandarins: It is possible that the fruits may suffer impacts during transport, or other circumstances may lead to them not arriving in perfect condition, although this is usually not the case.
Today, we have promptly scheduled a replacement delivery for you. We will send you a box of Clemenvilla mandarins, which taste excellent and have significantly higher resistance and durability than the previously delivered Oronules mandarins.
We kindly ask you to accept our apology and the replacement delivery. Thank you for your understanding.
Best regards.
