Need Help With Tao Tea Leaf
Okay, so I placed an order on Boxing day, and didn’t get an email for a few weeks when it shipped. Then it never came, so I messaged them and asked about it. They didn’t respond. So I messaged again, and again. Finally they responded and asked me to confirm my address and email,so I did. And then they have never responded. That was like two weeks ago now. And I have sent soo many messages now. I have no idea why they aren’t getting them. With my last email, it was definitely sketchy because sometimes it wouldn’t send any messages.
But this gmail is fine.
I even messaged their facebook account, and have emailed both of the emails that they have listed. And have messaged on the contact form on their website several times.
I can’t call because it costs money to call them. And I seriously don’t know what to do. I literally have the worst luck with online tea companies…seriously…I don’t understand how I get such bad service from popular companies.
I really was looking forward to that Boxing Day sale, and I just want them to re-send my order because I never got it. And this is just ridiculous.
I don’t know what their problem is, but this really sucks. So if anyone can help me, that would be great.
I would really appreciate it, because I do not know what to do to get their attention. :/
Ugh that really sucks. You must be so frustrated.
If you have gmail, could you use Google Voice to call? It’s free to call Canada from the US. Talking to someone directly is usually the best way to get things fixed and avoid any run around.
I have no idea how to set that up. But sounds like a good idea. But do you have to get in contact with them to set it up before? Because I mentioned corresponding through a different website even, but they never replied. :/
If you use Google Chat then you’re probably already good to go. You can call any phone number from Google Voice – it’s basically an in browser free phone. I use it to call the US all the time.
Here’s info on calling from your Gmail inbox: https://support.google.com/voice/answer/3379791?hl=en
That sucks – hate when companies don’t respond. Did you check the order status on their web site. If you created an account – it should show if it was shipped and the tracking number should be there? If it hasn’t shipped I would consider disputing it through PayPal (if that’s how you paid) or your credit card. If it has shipped and you have the tracking number that would help you see where it is….
I don’t have any contact info other than what is available on their web site. Hope you get it worked out.
I hate hearing stories like this from companies I really like. I’ve never had a problem with them. Hearing this gives me second thoughts….
When I made the order I didn’t have an account, and I had emailed them before the shipping notification and asked if I could get a status on my order, but never got a response. I did get a shipping notification at the beginning of January and it never got here for some reason. So I wanted to know if they would resend my order, and from the email I got back it sounded like they would, but then they haven’t sent a message since.
It shipped at the beginning of January, so it really should have been here by now. Plus everyone else who ordered already got their orders… The ship notification didn’t even have a tracking number either. It was kinda weird…:/
I paid through paypal, might just try to get my money back at this point.
I’m just sad becuase I really liked some of their teas, and now I’m just disappointed and am not sure I should ever order again because I’ve never gotten such awful customer service from them. :(
I’m glad you’ve had a good experience though, I think I have a curse or something because I seem to get awful customer service from all the companies that people rave about regarding customer service.XD And yet I have placed quite a few orders from Teavana which is infamous for bad customer service and I’ve gotten almost perfect service every time. But yeah…I’m desperate in this situation.
Do I just keep messaging them till they respond or block me or something? :/
It’s up to you – I hate to use the word “threaten” but you could send them one more message – reply to the email that indicated they would resend – and just indicate that you have tried to contact them on several occasions and not gotten any response and if you don’t hear from them with tracking confirmation you will have no choice but to open a dispute through PayPal… or as Kittenna indicates maybe they have been swamped with the TO tea fest – but I think they should have someone responding to customer concerns. I hope that you get it resolved.
It’s no excuse, but I wonder if Tao was swamped because of the Toronto Tea Festival, which happened this weekend? I believe he was one of the organizers.
Ah, well I have been messaging them well before the tea festival. I was messaging them before they put that on their website even, because I keep checking their website to see if they’re even like there…And I mean, maybe that’s a reason. I have sent so many messages, I don’t know how they could miss it. xD Unless they just wanted to get the tea festival out of the way. But maybe.
SO should I wait like a week or something to know if it was just that?
I was thinking the same as Kittena. I know he was super busy. I helped with some of it, and it is amazing what they accomplished in so little time (and a few unfortunate circumstances)
Perhaps Jason or some of the Steepster members who live in Canada, or better yet in Toronto, may have some recommendations for you.
http://steepster.com/discuss/10330-toronto-tea-festival-2015
I met Tao at his shop once. He is a very nice man who takes pride in his business. I have to wonder if he knows of your problem. (I mean, was he so busy with the festival that someone else was fielding the email. I’m sure he was putting the majority of his time into the festival since January.) But that is no excuse to treat you poorly. I have faith that Tao will make things right once he is aware of the issue.
The longest a parcel from the us to Canada has taken to get to me was 20 days. The average to California is 4-8 business days. This was a parcel shipped around the holiday season. I know that TTL was closed until January 5th and parcels from the sale were shipped that week. Maybe they were hoping the parcel if shipped would still get to you and buy the standard listed above. Jan 21st was still within that standard if it was mailed on the Friday of that week. Given that if that was the case they should have at least sent you a note to that effect. Hopefully you receive a response soon.
That’s weird, they have been super fast to respond to an issue I had with them.
Is it possible it is stuck with customs?
Maybe? But everyone else in America who ordered from them got their order long before. :/ So I dunno
Customs can be unpredictable. Contact Paypal and have Paypal demand a tracking number. That should get their attention. Then once you have tracking you can find out if the package is merely stuck in the ISC Postal Service center. All international packages go through there and there are horror stories about packages being stuck there for two months. I have had packages from China stuck there for at least three weeks.
I would be concerned that they aren’t really responding to messages. Could be with customs but doesn’t really explain ignoring e-mails, etc. I generally give people the benefit of the doubt but this situation sounds unpleasant. And I understand being busy with the festival, etc, but the business still needs someone to pay attention.
Using TTL’s contact form (http://www.taotealeaf.com/contact/), I found Tao to be very responsive. On 12/26/14 I sent some questions and received a reply and a follow-up email the next day.
Tao Wu (http://steepster.com/Tao%20Tea%20Leaf) unfortunately appears not to be very active on Steepster to date compared to: Alistair (What-Cha), Angel (TeaVivre), Brenden (Whispering Pines), Garret (Mandala), Lily (Verdant), Nicholas (Misty Peak Teas), Stacy (Butiki), Tyler (Hugo teas), etc.
Did you check your Paypal if there is a charge for your order? i had a problem once with one company. placed an order, was waiting for confirmation, shipping , nothing. i went and checked, turned out it didnt go thru.
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