Swaggle 

Respuesta de Swaggle

6 ene 2026

Hi Katrina,

We’re genuinely sorry that this has happened again.

We understand how frustrating it is when an order doesn’t arrive as expected, particularly when it’s a repeat experience. We are currently looking into this and reviewing our delivery arrangements based on customer feedback like yours.

One of the challenges with deliveries is that the decision to leave a parcel at the property is ultimately at the discretion of the delivery driver. Parcels can only be left if the location is considered safe, sheltered from weather and minimal visible from public areas.

That said, your feedback is important to us and has been shared internally as part of our ongoing review of our delivery partners.

Thank you again for taking the time to share your experience.

Warm regards,
The Swaggle Team 🐾

Respuesta de Swaggle

15 dic 2025

Hi Ally,

We’re genuinely sorry for the frustration this has caused — this is not the experience we want any customer to have, and we fully understand why this has been unacceptable.

You’re absolutely right to expect a timely refund once a returned item has been received. In your case, the return was approved outside our standard returns window and handled manually, which unfortunately resulted in the refund not being processed as promptly as it should have been. That responsibility sits with us.

The delay in responding to your follow-up emails was also impacted by a period of unusually high enquiry volumes, but we acknowledge that this does not excuse the lack of communication you experienced.

This has since been addressed internally, and we are ensuring the refund is actioned as a priority. If there is anything still outstanding, we encourage you to reply directly to our most recent correspondence so we can confirm everything is fully resolved.

Thank you for taking the time to share your feedback — it helps us improve our processes and do better.

Warm regards,
The Swaggle Team

Respuesta de Swaggle

14 dic 2025

Hi Irena,

We’re genuinely sorry to read about your experience — this is clearly not how your delivery should have played out, and we understand how disruptive and frustrating this was for you.

Although couriers ultimately make the final call on whether a parcel can be left safely, we agree that this outcome was far from ideal and not reflective of the experience we aim to provide.

Your feedback has been taken seriously and is being used internally — including in our ongoing discussions with Australia Post around delivery handling and Authority to Leave decisions.

Thank you for taking the time to share your experience. We’re sorry we couldn’t deliver the smooth service you rightly expected.

Warm regards,
The Swaggle Team

Respuesta de Swaggle

8 dic 2025

Hi Anastasia,

We’re truly sorry to hear about your experience — this is not the standard we aim to deliver. Repeat Delivery prices move in line with supplier pricing, and while increases are never ideal, we do send a reminder email 48 hours before every order is created to ensure customers are informed of the exact price ahead of time. We understand how frustrating it is when the price changes significantly, and we’re actively working on extending our price-stability window so situations like this become far less likely.

We also apologise that you weren’t able to reach us as quickly as expected — the surge in Black Friday volume created delays in both response times and fulfilment. As soon as we saw your message, we stepped in to recall your parcel and processed a full refund to resolve the issue as quickly as possible. While pricing isn’t something we have full control, your experience absolutely is, and the team took every step available to turn this around for you.

We genuinely appreciate your feedback, as it helps us improve . If there’s anything further we can help with, please don’t hesitate to reach out — we’re here to assist.

Warm regards,
The Swaggle Team

Respuesta de Swaggle

3 dic 2025

Hi Julie,

We’re really sorry to hear about the experience you’ve had — this isn’t the level of service we aim to provide.

We understand how frustrating it is to expect your parcel at your doorstep and then end up needing to collect it from a collection point instead, especially when you were home.

While this isn’t common, it can happen for specific operational reasons, and we’d like to understand what may have caused the courier to take the parcel to a collection point instead of leaving it at your address, so we can address it with the courier.

Will be great if you can reply to our message so we can arrange a call at a time that suits you. We genuinely want to make things right for you.

Warm regards,
The Swaggle Team

Respuesta de Swaggle

7 dic 2025

Hi Chris,

Thank you for sharing your experience, and I’m genuinely sorry for the frustration this order put you through. While I’m glad we were able to resolve everything in the end, it shouldn’t have been this difficult. We take responsibility for the overall experience and have raised the matter with their operations team to prevent it from happening again.

I’m grateful we were able to work through the matter together until the order was finally delivered. Thank you again for your patience throughout what should have been a straightforward experience.

If you choose to shop with us again, I hope we have the opportunity to give you the smooth, reliable experience you deserved from the start.

Warm regards,
The Swaggle Team

Respuesta de Swaggle

26 nov 2025

Hi Zoe,

I’m really sorry to hear about the trouble with your delivery — that’s incredibly frustrating, and it’s not the experience we want for our customers.

We’ve tried to locate your order using the name provided in this review and in your customer service enquiry, but we haven’t been able to find a matching record in our system. Your order may be experiencing delivery issues, but we’ll need a few more details to look into it properly.

Could you please email us at support@swaggle.com.au or respond to your open enquiry with your order number and the full name the order was placed under?

Once we have that, we’ll investigate this straightaway and work to get it resolved as quickly as possible.

Thank you again, and we’re really sorry for the inconvenience this has caused.

Warm regards,
The Swaggle Team