UDFYN Opiniões 

Resposta da UDFYN

6/02/2025

We understand your frustration and appreciate you bringing this to our attention. We take all reviews very seriously and will thoroughly investigate this matter. To assist us in doing so, could you please provide the order number this relates to?

Our online turnaround times are general guides and are based on readily stocked items with print-ready artwork. All orders are subject to review, and we encourage customers to contact us before purchasing if they have a specific deadline. Turnaround time begins after the artwork proof has been approved, as this represents the client's final sign-off confirming all design elements are correct.

As a customized workwear company, our products vary significantly in size, color, style, decoration method, position, and quantity. Each logo is individually reviewed to ensure optimal file quality for the best possible results. We strongly suspect this order was placed during our peak Christmas season, a period when courier delays are common throughout Australia. We had prominent warnings across our website regarding potential delivery delays during the Black Friday, Christmas, and New Year period. Our main courier partners, Aramex and Australia Post, experience increased volumes during this time. Customers were notified of this and given the option to select their preferred courier service, but were also clearly informed that no delivery time guarantees could be made during this peak season.

Our stringent quality control processes ensure superior product quality. The "file quality check" is the first phase of production. Upon receiving an order, we review the client's file against our minimum specifications, which are detailed on our product page and during the logo upload process at checkout. If a file doesn't meet these specifications, we, as a courtesy, do not proceed with production. Instead, we contact the client to discuss how they would like to proceed. The options are: 1) Proceed with the file as provided (no cost), 2) Resend the file in the correct format (no cost), or 3) Request our graphic design team to reproduce the logo. Depending on complexity, logo reproduction is typically charged between $15-$85. This working file is then saved to the customer's profile for future orders, and a copy is sent to them upon order completion.

We are committed to finding a positive resolution. Providing the order number will enable us to investigate this thoroughly and address your concerns. We look forward to working with you to achieve a satisfactory outcome.

Resposta da UDFYN

6/02/2025

Hi Troy,

Thank you for your feedback. We believe we have located your order in our system. Our courier partners successfully delivered it shortly after you posted your review. Please contact us if you would like to view our quality control process and proof of delivery details.

We believe your order was delivered to Sydney by Aramex Courier (tracking number MS0012231752) on December 23, 2024, at 9:40:52 AM.

We would like to point out that this order was placed during our peak season. Despite our efforts to deliver promptly, we had site-wide notifications informing customers of potential courier delays throughout Australia. Both Australia Post and Aramex experienced delays during the Christmas/New Year period. While we cannot control third-party services, we notified all customers in advance to minimize any surprises.

Could you please confirm that you have received your order? We would also appreciate it if you would consider updating your review after you have had the opportunity to evaluate the quality of our products.

We look forward to your response.

Resposta da UDFYN

6/02/2025

Hi Marysol,

Thank you for reaching out. Since you posted this review, our team has been working with you to deliver the remaining items, and we can now confirm that all items have been delivered.

We'd like to explain our process in situations like this, where items are temporarily out of stock. Customers are offered a full refund option and provided with an estimated replenishment date. As a workwear and uniform company, we aim to build long-term relationships with our clients. The nature of our business requires prepayment, as all items are completely customized to your specifications and cannot be resold or distributed. While we strive to maintain accurate stock levels, our system and client requirements are frequently changing, and orders are not allocated stock until artwork approval. This means that, very rarely, items may be out of stock without our immediate knowledge at the time of purchase. Unfortunately, this was the case with your order, and we sincerely apologize for this situation.

Now that you have received all your items, we kindly request that you consider reviewing the quality of our products. We take great pride in the manufacturing and production of our workwear, and we have even seized the opportunity to manufacture our own line to address a gap we identified in the market. We would love to hear your feedback on our products.

Resposta da UDFYN

6/02/2025

Hi Rachael,

We're so sorry to hear about your experience and sincerely apologize for any inconvenience caused. We appreciate you taking the time to leave feedback.

While we thank you for your feedback, we believe we have located your order in our system. Our courier partners successfully delivered it shortly after you posted your review. Please contact us if you would like to view our quality control process and proof of delivery details.

We believe your order was delivered to Newcastle by Aramex Courier (tracking number MS0012246795) on January 8, 2025, at 12:17:40 AM. - https://www.aramex.com.au/tools/track?l=MS0012246795

We would like to point out that this order was placed during our peak season. Despite our efforts to deliver promptly, we had site-wide notifications informing customers of potential courier delays throughout Australia. Both Australia Post and Aramex experienced delays during the Christmas/New Year period. While we cannot control third-party services, we notified all customers in advance to minimize any surprises.

Could you please confirm that you have received your order? We would also appreciate it if you would consider updating your review after you have had the opportunity to evaluate the quality of our products.

Resposta da UDFYN

Actualizada a 6/02/2025

Hi JP,

We sincerely apologize for the frustration and inconvenience you've experienced with your order. We understand your concern and appreciate you bringing this to our attention.

We were unable to link this review with an order in our system. To investigate and locate your parcel, please provide your order number.

As you may recall, this order was placed during our peak Christmas/New Year season. We had site-wide notifications regarding potential delivery delays with our courier partners, Aramex and Australia Post. While we experienced significant backlogs during that period, our team has been working diligently to catch up, and we believe all parcels have now been delivered. Providing your order number will allow us to verify the status of your specific shipment.

Regarding a physical address, we dispatch orders from our Melbourne and Sydney warehouses. As a primarily e-commerce company focused on keeping costs down and offering free delivery and competitive prices, we do not currently offer pickup options. Our facilities are production facilities, and orders can be processed in any one of them depending on the specific items ordered. We are not a traditional retail store with a storefront.

We appreciate you bringing this to our attention. Please share your order number so we can review the details further and confirm the delivery of your order.

We want to assure you that we are committed to resolving this issue for you.

Resposta da UDFYN

Actualizada a 6/02/2025

Hi Emily, we're truly sorry to hear about this experience and the frustration it has caused. We appreciate you sharing your feedback.

We believe we've been able to link this review to your order and can confirm that the missing caps have now been delivered. A credit note has also been applied to your account for when you consider placing your next order with us.

In this instance, the courier label generated conflicted with the first part of the order that was dispatched. This was caused by a system error with Australia Post, which has now been rectified. We understand how frustrating this must have been, and we sincerely apologize for the delayed responses. We'd also like to acknowledge that this issue was raised during the Black Friday/Christmas/New Year festive season, a period when responses and deliveries from couriers were significantly impacted. We believe this issue would have been resolved much faster during any other time of the year. Unfortunately, we are reliant on Australia Post for instructions and feedback regarding the location and resolution options in such cases.

We hope to work with you again in the future. We've improved our services to now include delivery insurance, express order selections, and we now allow clients to choose their preferred courier service. We believe this was a one-time occurrence and don't foresee any reason for a similar issue to happen again. Thank you for choosing UDFYN.

Resposta da UDFYN

6/02/2025

Hi FT,

We're truly sorry to hear about this experience and the frustration you've encountered. We understand your disappointment and appreciate you taking the time to share your feedback.

We've investigated your order (placed on 11/16) and can confirm that the delay was due to unforeseen issues with our courier partners. The shirts moved through our production process within the expected timeframe. Unfortunately, the subsequent delivery delay was outside of our direct control.

We understand that this is no excuse for the lack of communication you experienced, and we sincerely apologize for that. We are working to improve our customer service response times, especially during peak periods. We would also like to point out that this order was placed during our peak season. Despite our efforts to deliver promptly, we had site-wide notifications informing customers of potential courier delays throughout Australia. Both Australia Post and Aramex experienced delays during the Christmas/New Year period. While we cannot control third-party services, we notified all customers in advance to minimize any surprises. We believe this issue would have been resolved much faster during any other time of the year. Unfortunately, we are reliant on Australia Post for instructions and feedback regarding the location and resolution options in such cases.

Now that you've received the tees, would you kindly consider reviewing their quality and the products themselves? We work tirelessly to improve the manufacturing of our products and value your feedback.

We hope to work with you again in the future. While we believe this type of situation is rare, we've improved our services to now include delivery insurance, express order selections, and we now allow clients to choose their preferred courier service. Thank you for choosing UDFYN.