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Testosterone Replacement, Low T, HCG, & Beyond
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Defy/Empower Wait Time?
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<blockquote data-quote="Esq" data-source="post: 94414" data-attributes="member: 15250"><p>This. For me, the time lapse is acceptable if I know it going in (I do now, obviously). From a customer service perspective, I think Defy would be better served by providing realistic delivery windows based on the shipping choice rather than the standard "24-72 hours for compounding." It is understandably frustrating to pay for next day delivery when "next day" could be over a week unless the lapse from order to shipment is explained. In my most recent experience, it was 96 hours (4 days) before it was sent to the pharmacy (there was an intervening weekend) and then another 96 hours (4 days) before Empower shipped it (weather in Houston caused some delays I'm told). That's probably uncommonly long, but 3-6 business days from order to actual shipment seems to be about the norm. </p><p>.</p><p>If Defy were to clarify at the time of the order that, on average, you're looking at 3-6 business days before the order actually ships, then there's nothing for patients to complain about. Long-time patients probably understand this by experience, but most of these delay-related complaints could be avoided by just making sure customers understand all of this.</p><p>.</p><p>My order still appears to be on track for delivery tomorrow (exactly 2 weeks from order date). I am glad you got an apology and compensation (shipping refund, I'm assuming?), swellco, though unfortunately the two reps I spoke with last week, while polite, basically just said "that's the way it is, nothing we can do about it." I did have a somewhat long delay on an order of clomid and AI several months ago, and the rep I spoke with then changed my delivery from ground to Saturday delivery at no extra charge and apologized sincerely for the delay. Neither of those things happened this time, but to me the bottom line is just better communication about what to expect in terms of delivery at the time of the order.</p></blockquote><p></p>
[QUOTE="Esq, post: 94414, member: 15250"] This. For me, the time lapse is acceptable if I know it going in (I do now, obviously). From a customer service perspective, I think Defy would be better served by providing realistic delivery windows based on the shipping choice rather than the standard "24-72 hours for compounding." It is understandably frustrating to pay for next day delivery when "next day" could be over a week unless the lapse from order to shipment is explained. In my most recent experience, it was 96 hours (4 days) before it was sent to the pharmacy (there was an intervening weekend) and then another 96 hours (4 days) before Empower shipped it (weather in Houston caused some delays I'm told). That's probably uncommonly long, but 3-6 business days from order to actual shipment seems to be about the norm. . If Defy were to clarify at the time of the order that, on average, you're looking at 3-6 business days before the order actually ships, then there's nothing for patients to complain about. Long-time patients probably understand this by experience, but most of these delay-related complaints could be avoided by just making sure customers understand all of this. . My order still appears to be on track for delivery tomorrow (exactly 2 weeks from order date). I am glad you got an apology and compensation (shipping refund, I'm assuming?), swellco, though unfortunately the two reps I spoke with last week, while polite, basically just said "that's the way it is, nothing we can do about it." I did have a somewhat long delay on an order of clomid and AI several months ago, and the rep I spoke with then changed my delivery from ground to Saturday delivery at no extra charge and apologized sincerely for the delay. Neither of those things happened this time, but to me the bottom line is just better communication about what to expect in terms of delivery at the time of the order. [/QUOTE]
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