How to respond to this email from a buyer?

I would type "As a heads up, i post negative feedback to impatient buyers who don't bother reading delivery timeframes i dont wait around."

Then I would delete that and rewrite it. "I am sorry your item hasn't arrived yet. When you purchased this item you chose the cheaper non-tracked option, as was your choice. You are maybe not aware but NZPost has had extensive delays this week due to weather related incidents and the cancelling of ferries between North and South islands." (Add a link showing that was the case) If your item still hasn't arrived in the next 3 working days contact me again and I will investigate further.  

Haha - actually I really like your first response, with an added note that threatenning negative feedback and a report isnt going to make NZ post deliver it any quicker...

But ... your second response sounds perfect, thank you for the excellently worded reply.

Kia Ora AJ,

That's just downright rude and I hope you have Blacklisted them from future purchases.

I would take a passive but pointed approach in response with something like the following...

I'm sorry to learn you haven't received your parcel as yet, I can assure you your parcel was sent first thing 10 February 2026, Please bear in mind the many road closures, flooded regions, power cuts affecting significant locations around the country currently and the grounding of all Transport which occurred in major cities due to the latest weather events, many locations remain cut off from road service and power, there are many devasted communities still displaced. Weather events are unavoidable and I'm sure NZ Post are doing their utmost to restore some resemblance of normality to the best of their ability to safely deliver parcels where they can with what staff may be able to resume work during this time. I am happy to make enquiries on your parcel if it hasn't arrived though as you chose the cheapest shipping option with no tracking this may take some time for NZ Post to respond to any and all enquiries they will be inundated with currently. Patience is a virtue in such times as many others remain struggling and without. I'm pleased to hear you have not been impacted by the current weather events. If you let me know the status of delivery in the next couple of days I will be able to add your parcel to the NZ Post enquiry desk for you if not yet received. I stand by ensuring my customers are well looked after from the start to finish of their purchases and with good communication we will be able to resolve this together. - Much appreciated.

All the Best😊

Just to let everyone know...

Wellington had All flights, trains, buses & ferries grounded on Monday 16 February with many significant road closures with significant flooding & wind gusts of up to 190km/h and the lower North island East coast recorded up to 240km/h. - It's been a wild ride for many and power is not yet restored to a significant amount of regions affected. - Cheers. 

Hi S

Thanks for the reminder re blacklisting. I did think about that but got distracted with thinking about the email. I'll do that right now.

I like your suggested response too - so thank you for that. I will take bits from both yours and Callum's suggestions.

All the Best 😊

Thanks

Hi team, just wanted to give an update on this. So the 2 days passed and no feedback or contact. The yesterday I received an email stating item had been received that day. I responded thanking for the update, and then a bit later received positive feedback. So all ended well - thanks again for your assistance

Thanks for the update AJ,

Once people understand the bigger picture of events this can make a huge difference in my experience, responding passively provides reassurance. - Well handled & Congratulations😊