'Dear Pamoda Rathnayaka,
We sincerely apologize for the challenges you faced with your recent order of Little Extra Coco onion products through Distacart. Your feedback is invaluable, and we regret any inconvenience caused during this experience.
1. Upon investigating your order, we observed that it was placed on December 28, 2023, with 6-8 business days Express Shipping selected. The order was successfully delivered to you by January 16, 2024, which aligns with the promised delivery timeframe stated on the website. For clarification, please note that the products you ordered have a fulfillment time of 3-5 business days by the sellers, followed by an additional 6-8 business days for delivery to your address. Please reach out at happy@distacart.com or call us at +18552534782 for more clarification on the promising time and we'll be happy to assist you further.
2. We are truly sorry to hear about the condition of the conditioner upon arrival. It is our standard practice that our fulfillment partner meticulously audits every product to ensure they are in perfect condition before dispatch. Occasionally, customs may conduct security checks, and we apologize for any inconvenience caused during this process. We understand the disappointment regarding the malfunctioning pumping systems for the oil, conditioner, and shampoo. Your convenience is of utmost importance to us, and we are actively working on enhancing this aspect of our service. Please be assured that we take responsibility on behalf of the sellers.
To expedite the resolution, we kindly request you to forward images of the open seal, leaked, or damaged products, along with images or a video highlighting the malfunctioning pumps, to us at happy@distacart.com. Your cooperation in providing this information will enable us to find a satisfactory solution promptly. Thank you for your understanding and cooperation. We look forward to resolving this matter to your satisfaction.
Thank you,
Customer Happiness Team!'