Issue ordering from alvababy.com

EMunion777 · August 2013

So I decided to order a bunch of cloth diapers from alvababy.com since I had heard such great reviews on their diapers. Last night I paid via paypal and received a confirmation number via email shortly after. An email was posted 20 minutes later with an order update number and stating that the "New Status: Shipped." BUT then early this morning I received another email. This time instead of the from being alvababy.com, it was chinese characters. However when you hover over it, they both have the same email. This new email says that 1 of the diapers I picked is out of stock now and to choose another. It didn't say out of stock when I ordered last night. And I don't understand because I already received a "Shipped" email. The email is also extremely vague. Seriously.... here it is:

"Hi，

We are so sorry to tell you that B26 out of stock now in your order, could you pls change it to another one? So that we can send your order out early by express. Thanks so much for your attention, have a nice day."

Seriously? This is what I get? A couple sentences, lots of typos, and no directions on how to go about fixing the problem or a link to guide me in the right direction. I did not make an account either for the site. So I sent an email to this asking to change B26 to B28. Not sure if that's going to do the trick but i'm still so confused...

This site has had great reviews, people love the diapers, haven't heard anything negative, but how can it be shipped and the NOT shipped? Ugh. Anyone deal with this before or know what I should do?

petitmonstree · August 2013

I haven't had that issue but I've only ordered twice, once was only one diaper and the second time 2. Although it is a Chinese company and if you look up reviews a lot of people mention there seems to be a language barrier when it comes to customer service but that they're usually pretty good at fixing problems.

By the sound of it maybe they shipped the rest of the order without that one diaper and they will ship the other separately.

Danielle2482 · August 2013

I ordered a few wetbags, 2 blue and 2 green. When my order came, it was 4 blue. I didn't mind so I just kept them but there does seem to be a communication issue.

runningyogimama · August 2013

One of my wetbags delaminated, and it was a couple days after they said they were sending it that I received an email asking if I could pick another color since that one was out of stock.

I think they use a google translator. I honestly think they have good customer service and do a great job with the language barrier. They're willing to work with you to fix any mistakes made or if any problems came up.

FWIW, once when I ordered from kawaii, I got an email saying my order had shipped, but later they called to tell me something was out of stock. I was slightly annoyed, but nothing that would keep me from ordering from then again.

EMunion777 · August 2013

Do you think that my reply email back asking for the switch would be good enough? Because I don't recall actually making a log in (I didn't enter a password). Just worried i'm about to lose all of my money because of it.

runningyogimama · August 2013

EMunion777 said:
Do you think that my reply email back asking for the switch would be good enough? Because I don't recall actually making a log in (I didn't enter a password). Just worried i'm about to lose all of my money because of it.

That's all I did, and I received mine just fine.

Edited for typo

petitmonstree · August 2013

Chickypoo2468 said:

I don't understand the problem. English is not her first language, and she said which was out and asked you to pick a different one. Which you would do by replying to the email. Most places send a "shipped" email when the label was created. Not when it's in the arms of the mailman.

Yes completely forgot about this as well!

I'm sure you will get your entire order.

Aurora_Borealis · August 2013

Chickypoo2468 said:

I don't understand the problem. English is not her first language, and she said which was out and asked you to pick a different one. Which you would do by replying to the email. Most places send a "shipped" email when the label was created. Not when it's in the arms of the mailman.

I totally agree. Your situation seems like a non-issue. You ordered diapers. They printed the shipping label (thus the 'shipped' status) and realized one of the prints you ordered was out of stock. They emailed you asking for an alternate print. You emailed them back and told them. I can't imagine how an out-of-stock situation like this would otherwise be handled.

As far as the typos and Chinese characters, Alva is based in Hong Kong and the owner and employees speak English as a second language.

My guess is that you will either get your entire order along with the alternate print in one package or the alternate print will arrive separately as they may not have wanted to hold up the rest of your order.

Angela814 · August 2013

Ditto Aurora and Chicky. Nothing about the email sounds fishy to me. I've had a problem on one order from Alva and had great customer service through their email.

EMunion777 · August 2013

Okay guys thanks. I know I probably sound ridiculous. It's just a lot of money, a site i'm not familiar with, and I wasn't sure if just sending an email back was going to be good enough.

I had also never heard of someone sending an email saying something is shipped when it hasn't actually been. But okay. Thanks.

petitmonstree · August 2013

Chickypoo2468 said:

I had also never heard of someone sending an email saying something is shipped when it hasn't actually been. But okay. Thanks.

You must not order much online then. Every shipping notice I get is either at some ridiculous hour, immediately after I place my order, or the tracking number can't display info yet.

Same, I will get a shipping confirmation from the seller with the tracking number and usually the first day it just says "a label has been printed, waiting to be picked up" or something similar. Of course you won't get that with it shipping from China but you get the idea lol.

If it's been over a month and you haven't received your order then I would worry.

lbonga1 · August 2013

The one time I ordered from them, one of the diapers I received was wrong. Of course the one that was missing was my favorite print, and the one they sent instead wasn't that cute. Anyway, I emailed them, and first they asked if I could just keep it. When I told them I'd really like the one I ordered, they said they'd ship it out right away, and I should get it in 5-6 weeks. After 8 weeks I still hadn't gotten it, so I emailed again, and they said they would ship out another one. I felt kind of bad because 2 days later I received it...but then I never got the second one that they supposedly shipped. At least I eventually got what I ordered; it was just kind of a hassle and a whole lot of waiting.

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