tado UK Shop - How Long to Ship?

lorccan

I understand the current vogue for doing all communication via chat, but it's frustrating that the UK Shop seems to have no dedicated support to answer a simple question like "Where's my order?" Even worse, the email address that tado has supplied to ShopPay to deal with any order questions is: noreply@tado.com.

If the company insists on hiding behind all these barriers, it could at least provide order updates like any other business or provide an indication of shipping timeframes at point of order.

It feels like I've thrown nearly £1000 into a black hole and I'm on the brink of cancelling (though I imagine that might be an ordeal, too).

Emcee

Hello @lorccan

Very sorry you're having to deal with this.

I promise you we are doing our best to send out all orders in a timely manner.

I can see in the chat logs that your message from this morning is being looked by my colleagues. I expect they will answer you shortly.

lorccan

For anyone who's interested:

I did hear from the tado Shop today: it's out of stock for some items, so instead of informing me with an estimated fulfilment delay (and giving me a choice to wait or cancel), I was just left in the dark. To be fair, I was given a refund immediately, but - of course - I have lost my existing user upgrade discount.

Perhaps this is a message that, after ~10 years, it's time for me to move-on to another system?

Emcee

@lorccan

Due to your extenuating circumstances, please ask support to send you a new code when you are able to make the purchase again. No promises, but I would be surprised if they wouldn't provide you with a new discount.