e-commerce expectations - resolution and cool product
Posted: Mon Jan 21, 2019 3:05 pm
Okay, so, we live in an Amazon world, BUT, my s/o seems to think that my expectations are a little out of line for gear mfgs. I'm not expecting Amazon Prime level of service out of everyone, BUT, by the same token, I don't really see the reason for a customer to place an order, not get any notification that there will be a delay, and have to ask for shipping status 4 or 5 days after the company has taken your money.
Is that unreasonable? Like, if you're not going to ship for a few days, fine, but then don't take the money right away, or at least say that in your FAQ's, or notify the customer.
I used to work for an online shop in the MI, and that's what we did. There was no, "oh well, that order has to sit for a few days because it's not in stock yet, and we're not going to even notify the customer". That didn't happen. And I know what it's like to run a small shop. During Christmas, we'd get 100-125 items a day, out the door, with a 2 or 3 man operation.
For example. I ordered something last week. It's a new product, from a new company. The vendor (who happens to be 20 mins from my house), advertised on his social media pages that the item was getting prototyped and the finishing touches were being ironed out, but that they would be in stock on Tuesday, January 15th.
On the 15th, he blasted that the items are in stock and ready to ship. I placed my order that day. Crickets since then.
Actually, he is responsive, because he and I talked about me coming to see the shop, since I live so close, but when I told him last week wasn't good for me, he even said, "agreed, i'm packing items up this week and shipping, so it's a busy time."
Fair enough, but then, where is my ship notification? That was last Tuesday, I've heard nothing since then. Am I impatient or out of line, and if so, what's the "proper" amount of time I should wait/expect something to be shipped when there is no mention of a 1-2 week order processing time on their website(s)?
That's not just this particular vendor, a similar thing happened in November with CEBA and Prymaxe as well.
Edit: All is well that ends well. He had a problem with the original batch of acrylic, and had to reorder some more, so it delayed production. I went to his place today, and he formed and fitted the cover while I was there. Nice guy. He's a guitar player in a local band, and we talked shop the whole time.
He wants me to be a beta tester for him and his covers for various products, so, he'll be giving me an HX Stomp, Headrush, and other floor units to test the functionality and whatnot, so, instead of complaining, I'll be pimping
Here's a shot of it:
Is that unreasonable? Like, if you're not going to ship for a few days, fine, but then don't take the money right away, or at least say that in your FAQ's, or notify the customer.
I used to work for an online shop in the MI, and that's what we did. There was no, "oh well, that order has to sit for a few days because it's not in stock yet, and we're not going to even notify the customer". That didn't happen. And I know what it's like to run a small shop. During Christmas, we'd get 100-125 items a day, out the door, with a 2 or 3 man operation.
For example. I ordered something last week. It's a new product, from a new company. The vendor (who happens to be 20 mins from my house), advertised on his social media pages that the item was getting prototyped and the finishing touches were being ironed out, but that they would be in stock on Tuesday, January 15th.
On the 15th, he blasted that the items are in stock and ready to ship. I placed my order that day. Crickets since then.
Actually, he is responsive, because he and I talked about me coming to see the shop, since I live so close, but when I told him last week wasn't good for me, he even said, "agreed, i'm packing items up this week and shipping, so it's a busy time."
Fair enough, but then, where is my ship notification? That was last Tuesday, I've heard nothing since then. Am I impatient or out of line, and if so, what's the "proper" amount of time I should wait/expect something to be shipped when there is no mention of a 1-2 week order processing time on their website(s)?
That's not just this particular vendor, a similar thing happened in November with CEBA and Prymaxe as well.
Edit: All is well that ends well. He had a problem with the original batch of acrylic, and had to reorder some more, so it delayed production. I went to his place today, and he formed and fitted the cover while I was there. Nice guy. He's a guitar player in a local band, and we talked shop the whole time.
He wants me to be a beta tester for him and his covers for various products, so, he'll be giving me an HX Stomp, Headrush, and other floor units to test the functionality and whatnot, so, instead of complaining, I'll be pimping
Here's a shot of it:
