Active Customer Sabotage
Firewalla needs to account for their asstounding lack of concern of their customers.
My deep disappointment and frustration with the company comes after seeing how poorly they have handled/been handling my order and subsequent customer service experience. I placed an order for a Firewalla product 21 days ago (16 business days). Despite receiving a notification that a shipping label was created, the tracking information has never updated, and the website still shows "your order will ship soon."
I sent a polite inquiry about the status of my order about a week ago, and instead of addressing the issue promptly by expediting the replacement shipment, the Firewalla team repeatedly advised me to continue waiting. The suggested shipping window has passed multiple times now.
***What's more concerning is that in two separate responses, my original inquiry was omitted from the email exchange, giving the impression that my concerns were being disregarded. Despite my clear and repeated requests for immediate action to receive the product I paid for, the company has now gone silent, seemingly refusing to address the issue further. This experience has severely undermined my confidence in Firewalla's commitment to customer satisfaction and certainly operational security, and raises questions about your company's ability to manage inventory and fulfill orders efficiently. Again... Not to mention the egregious message the lost package and subsequent dismissal of the resolution request sends to security-minded customers.
!!!Nothing about this process has given a presence of operational integrity or security.!!!
As someone who was eager to become a loyal customer, I find this situation deeply disappointing. I urged the company to take immediate action to resolve this issue by:
- Shipping the product I ordered immediately via expedited shipping at no additional cost.
- Providing a full explanation for the delay and the breakdown in communication.
- Offering appropriate compensation for the inconvenience caused.
I hope my fellow customers and security community members understand the seriousness of this situation and may utilize this experience of mine to gauge against continued haphazard conduct and improve your order fulfillment and customer service processes.
As of now, the lack of response and utter dismissal of concerns has forced me into never recommending Firewalla to others in the future, and also taking action elsewhere to ensure others don't suffer the same fate.
-
Hi Asshat
We do not have any overnight services setup, and we are really sorry about USPS lost packages, this is something out of our control. The team sent you this last friday; all you need to do is reply yes, you want the package, and they will schedule it via our warehouse. Or you can also cancel the package.
"Hi there,
Although the package is marked as shipped by our warehouse, it is likely that USPS lost your package before the tracking was updated.
My apologies for the inconvenience. Please let me know if you would like a refund or if you would like to have another unit shipped out."
Please sign in to leave a comment.
Comments
5 comments