Dear Valued Customers,
We hope this message finds you well. At Greens Essentials, we strive to provide you with a seamless and enjoyable shopping experience. Unfortunately, we have recently encountered a technical glitch within our Shopify system that has affected a number of orders, including those from Black Friday and the preceding weeks. These orders are currently stuck in the 'on-hold' position, preventing us from processing them as swiftly as we would like.
Our team is diligently working to resolve this issue, and we sincerely apologise for any inconvenience this may have caused. To rectify the situation, we will be issuing refunds for the affected orders and kindly ask you to replace them through our website. New orders are unaffected as the glitch is fixed and we are actively seeking a solution from Shopify as we understand this has disrupted our existing customers.
For those who have experienced delays in reaching our customer service, please be assured that our dedicated team is working through a high volume of queries from 9 am to 6 pm. We appreciate your patience and understanding during this challenging time. It may take a few days to get round to your query.
Over 1600 orders are affected and its a manual process of messaging each customer, refunding and reprocessing the orders and given the Christmas rush we are trying to be as fast as possible for you guys. As we have stock here available we'd also like these packed out to you for your festivities.
To ensure your satisfaction, we kindly request that you allow a few extra days for us to process your refund on the orders and address any outstanding concerns. We understand the importance of your purchases and want to assure you that we are doing everything in our power to resolve this matter promptly.
If you have any further questions or require assistance, please do not hesitate to reach out to our customer service team during the specified hours. Your satisfaction is our top priority, and we are committed to ensuring that you have the exceptional experience you deserve.
Once again, we sincerely apologise for any inconvenience caused by this technical glitch. Thank you for your continued support and understanding.