I absolutely agree that there should be no reason to not be contacted when a shipment date is missed. I totally understand things like shipping delays and customs delays. These things happen and are likely out of Yarbo’s hands. With that said, when a shipment date is missed, from this customer’s perspective, I’d rather be told the date got missed and be given a new date than be left thinking the item is on the way when it isn’t.
When someone tells me a shipment date, the expectation is set. If someone contacts me on the date of shipment and says the shipment days had to be moved because of x, y, or z. I’m not happy. But when I wait the 5-7 business days waiting for the delivery and it never comes and I get a response of “Oh it didn’t ship”, yeah I’m pretty mad.
Emails are easy to send, repairing customer relations is difficult at best.
While I don’t know this for certain I feel like it might be the case. I think from Yarbo’s perspective it “will ship today” and they execute the order with their logistics supplier. From their perspective it “shipped” because they placed the order. The logistics supplier may take several days to a week to execute the pull from the warehouse and ship it. Again, I have no way to know if this is accurate or the case but I think it’s plausible.
Since we’re playing out plausible…. there could be a feedback loop to the support person who is handling the shipment/replacement. And if there isn’t one…. you could probably find a logistics supplier who would provide that feedback. That enables the support person the opportunity to provide better customer service.
38 days after I was initially told i would have a replacement in 7-10 days until it actually arrived at a location I could pick the replacement up from… It got to the point where I was calling every day to tell them it still is sitting in the warehouse and listening to them tell me no it was actually shipped the information was just not updated yet to find out no it really was sitting in the warehouse still.
I’ve reviewed your support ticket and want to sincerely apologize once again for the delay in delivering your replacements. We want to be clear that it was never our intention to mislead you about the shipping status.
That said, the repeated delays should not have happened. There were some internal communication issues involved, but we fully acknowledge that this is our responsibility.
We’re working to prevent situations like this from happening again. In the meantime, if you experience any further delays or have concerns, please don’t hesitate to reach out to me directly — I’ll make sure to follow up with the relevant team on your behalf.
We keep seeing “me” being referenced in a Yarbo Forum for a Yarbo Official. So exactly who is the “me” that we are being asked to communicate with? Some of us, most of us identify ourselves so that we don’t seem like some autonomous bot out here in virtual land. It would be nice to know if a real human name is attached to the “me”.
@offgrid Hey Tim — Natty here from Yarbo’s User Experience Center team. The “me” you’re seeing is me. I’m replying from the Yarbo Forum account so I can answer in an official capacity and loop in the right teams when needed.
I had same issue where I’ve got the core but blower showed up a month later, by then it was too late to return and I’ve paid landscaping company to leaf blow. Since landscapers don’t just bill for once or twice rather a contract for the season. Now I’m stuck paying for both. Blower is more of a toy rather than a tool. Can’t even schedule a job, you have to be next to it to go through all the shenanigans! Hopefully snowblower is better, will find out. Insult to the injury was that they’ve offered 300 points for all these delays like it solved anything.
Weird, I am having the same experience. I’m debating calling my credit card company and fighting the charges. Doing a charge back to the trash customer service and trash sitting at my house (two cores) they played me the same way. Sent a bad unit, proceeded to send another 5 times in a month (2 pulled back right before delivery,2 sent to wrong addresses. 2 weeks into having the unit, I’m not happy with it, they won’t honor the 30 day policy.
Hi @mattjperno we’re truly sorry for the frustration and disappointment this entire experience has caused. We’ve reviewed your case and can see that there were several communication gaps and delays that shouldn’t have happened. Our team is already re-evaluating the situation to ensure a proper resolution is provided and that similar missteps don’t happen again.
We completely understand how discouraging this has been and sincerely appreciate your patience and past willingness to work with us. Your feedback has already been shared internally to help us improve both our communication and support process.
Similar bad experience. Yarbo failed, drove out of the work area, and was destroyed. Yarbo sent me a “replacement“ core that is clearly damaged and did not include any of the accessories necessary for Yarbo to function: no battery, no antennas, nothing. Since I purchased the unit, it has been non-functional more time than not. Long delays in obtaining replacement parts and customer service is slow and non-responsive. Yarbo does not want to process a return at this point because of their 30 day policy. However, Yarbo has not worked for 30 days in a row the entire time I have owned it. Extremely disappointed!
Hi @315neiley Thank you for sharing your concern — we completely understand how upsetting this experience has been.
We’ve reviewed your case under ticket #117781, and our team has already confirmed that the replacement core you received didn’t meet our refurbishment standards. To make things right, we’ve proposed sending you a brand-new Yarbo Core along with the necessary accessories (RTK antenna, Halow antenna, battery, and hitch).
Please note that, unless otherwise specified, a core replacement package normally only includes the unit itself. As explained in our policy, replacements for brand-new units are available within 45 days of purchase, which you can review here: https://www.yarbo.com/legal/refund-policy?p=b_menu
As an additional apology for the inconvenience, We’d also like to apply 10,000 Yarbo Credits (equivalent to $100) to your account.
Please kindly let me know if you are willing to proceed with our proposed solution. Once you confirm you’d like to proceed, our team will arrange shipment of the new core and accessories right away.