NATONIC (Bestwind Group) — Local services in Sydney

I ordered a bottle of fresh Royal Jelly and a package of Bee Pollen. I didn't receive it because it didn't meet the requirements of the Biosecurity, so that those couldn't enter into New Zealand. I emailed to Natonic requested for a refund, the replies were different from different people. A staff replied me after I emailed them twice, she told me that in the past only honey couldn't enter into New Zealand but not fresh Royal Jelly, that was the first time happened in New Zealand and PROMISED me to compensate it for me. Another one was refused to do it, the reasons for refused to refund were buying bee's products, I need to check the products if it can enter into my country or not (how can I know that?); I should take my own risk on any lost, and sent me a notice in LITTLE WORDS claimed it printed on their website clearly already, actually it DIDN'T APPEARS when I was ordering. If I had seen that message, I knew it was not guaranteed could delivered to me, I WOULD NOT placing my order. I emailed again to the one promised for the compensation, but no response from her. It were so tricky and dishonest, that was the first time I couldn't get refund from on line shopping websites as I didn't receive my ordered products. They're struggling with the little amount are so pointless, shameless, ridiculous. Don't they know running a business, a good reputation is very important and valuable? Later on, I received an email from them that asked me to rate their products, so poor communication with each other. Before confirm orders for customers, companies have a responsibility to make sure everything is no problems, the goods can deliver to them safely, otherwise DON'T confirm their orders. After the confirmation, the companies should take all the lost, BLAMING the others is NOT a best way to escape the problems. Most reliable websites such as Amazon, Ali, One Day are doing well. For this experience, I learned that I MUST choose the on line shopping websites very carefully in the future, they MUST BE big, good reputation, success,...

Edit: after 2 months and still no items, Natonic decided to send me another parcel, which I have just received today. The original parcel which didn’t arrive was lodged as missing with Australia Post. Thanks for arranging to send me another parcel Natonic, I have finally received my order, hopefully you can sort the missing parcel with Auspost. ——— Terrible experience with Natonic. I placed my order #200204555 in Feb and it was shipped on the 15th Feb 2023, however it was not delivered until today. I lodged enquiry with Australia Post in early March and they advised that the sender needs to lodge missing item case. I emailed Natonic about it and they responded to my first email, saying that if I didn’t receive anything until last Monday 13 March, to let them know so they can investigate with Australia Post. I emailed them on the 13th, but no response despite receiving the automated reply which says that they will respond in 24h. I have sent another email just in case, but also no response. I contacted them through their website contact form but also didn’t hear anything. It’s my first experience anywhere to not receive any item after placing an order, and what’s worse is to not receive any response to my emails to them. I might need to lodge a dispute with paypal if I still didn’t hear anything from them. Natonic,...

I would like to give 1-Star. The 2-stars is for Joanna who sorted my order eventually after 3 months of communication.

Ordered items to be delivered to China at the end of Dec 2022, system said the items should arrive in 3 weeks. Got the email for uploading ID for Chinese custom on the 9th of Jan, 2023. Heard nothing for 2 weeks and the tracking numbers gave no details. Sent multiple emails in Jan but I received no replies.

Contacted customer service on live chat in Feb. They told me they have dispatched the items and told me to contact the courier. Called the courier and they said they did not receive the items from Natonic. Then I contacted Natonic live chat again and got the promise they would resend the items "at their cost".

Got no updates on the tracking numbers after another 2 weeks. Contact live chat and they told me to upload IDs again. Did that and heard nothing for another 2 weeks.

Contact live chat again in early March and Joanna resent the items. She gave me updates by emails whenever there was any update from the courier and she closed the case when all the items had arrived China in mid-March.

Three and a half months of frustration and they gave me 300 points which are enough for a 110g toothpaste to be tagged along with my next order. I don't think there will be another...