I'm posting here because my email sent early this afternoon went unanswered. I know. To you, I'm Probably that guy, the customer who causes a stink when things don't go his way. But, no.. not really, I'm not THAT guy, I'm just a guy who is sick of this type of business model- The "We're sorry you feel that way" policy. Yes, your customer support guy was fantastic on the phone. Nicest guy I talked to all day. I enjoyed the conversation and his demeanor so much that I offered valuable industry information to help your company (and customers) save buttloads of money on shipping. But anyways, his hands are tied regarding my order, and he can't do anything, because of the policy.
I really hoped you guys would jump at the opportunity to make things right. I guess my time at my job, where we DO make things right immediately has created a false illusion on how things should work. I don't know. But I'm super-bummed that it has come to this. It didn't need to. Here's a copy of the email I sent earlier:
Subject: Order apparently lost
I called and spoke with someone yesterday, who genuinely seemed like a nice guy, and he explained to me that my order needed to be 10 business days late before your company opens an investigation with the USPS. I went again today to the USPS site to check the status (order# xxxxxxxxx), and still the order shows that it's left the USPS sorting facility in Kent, WA a/o June 27th.
It's obvious that the package simply vanished (for whatever reason) after it was scanned at that site- it never arrived at the next point in shipping, and the tracking is just sitting there waiting to be updated. It's painfully clear to me that this package is lost, and will not likely ever arrive.
And that leads me back to your company. I made a very small order in good faith, and chose a shipping option that best fit the desired delivery time-frame as well as cost based on the small size of the order. That package, while only being worth $9 roughly, is insured for $50. So it being lost is a great benefit to you, but not to me. As a leader in my company which ships in excess of 400 packages daily, I understand the in's and out's of shipping, and fully realize that mistakes happen, and packages vanish. I don't hold that against you.
When this happens to my company (doesn't arrive, vanishes), we don't make our customers wait. We immediately ship out a replacement shipment, usually next day service, to compensate them for their misfortune, and to let them know "we care" and want to keep their business. To us, this is simply a cost of doing business, as well as customer retention.
Your policy was explained to me, and like I said, the rep I spoke with was a very nice guy... BUT. I wholly disagree that Me, the customer, bears the entire burden of this misfortune. I'm not getting my product any day soon, regardless of what I paid. I'm not getting a replacement product until well after 10 business days plus however long it takes the USPS to launch an investigation (god only knows?).
I'm not a dis-satisfied customer, yet. But I would suggest you realize that I (the customer) shouldn't have to be the one who bears the cost and time burden by a shipping error, regadless of fault (unless it's my own). Please send out replacement product, next day, so I can enjoy the product I ordered. I can work with you.. if the other package were to ever arrive, I'd gladly send it back, unopened, even at my own expense. But at least get me the product I ordered asap, and don't force me to pay for the full burden of "making this right".
How you respond to this email decides whether or not I'm a dis-satisfied former-customer, or a happy regular/occasional customer.
Thank you for your time and response.
I really hoped you guys would jump at the opportunity to make things right. I guess my time at my job, where we DO make things right immediately has created a false illusion on how things should work. I don't know. But I'm super-bummed that it has come to this. It didn't need to. Here's a copy of the email I sent earlier:
Subject: Order apparently lost
I called and spoke with someone yesterday, who genuinely seemed like a nice guy, and he explained to me that my order needed to be 10 business days late before your company opens an investigation with the USPS. I went again today to the USPS site to check the status (order# xxxxxxxxx), and still the order shows that it's left the USPS sorting facility in Kent, WA a/o June 27th.
It's obvious that the package simply vanished (for whatever reason) after it was scanned at that site- it never arrived at the next point in shipping, and the tracking is just sitting there waiting to be updated. It's painfully clear to me that this package is lost, and will not likely ever arrive.
And that leads me back to your company. I made a very small order in good faith, and chose a shipping option that best fit the desired delivery time-frame as well as cost based on the small size of the order. That package, while only being worth $9 roughly, is insured for $50. So it being lost is a great benefit to you, but not to me. As a leader in my company which ships in excess of 400 packages daily, I understand the in's and out's of shipping, and fully realize that mistakes happen, and packages vanish. I don't hold that against you.
When this happens to my company (doesn't arrive, vanishes), we don't make our customers wait. We immediately ship out a replacement shipment, usually next day service, to compensate them for their misfortune, and to let them know "we care" and want to keep their business. To us, this is simply a cost of doing business, as well as customer retention.
Your policy was explained to me, and like I said, the rep I spoke with was a very nice guy... BUT. I wholly disagree that Me, the customer, bears the entire burden of this misfortune. I'm not getting my product any day soon, regardless of what I paid. I'm not getting a replacement product until well after 10 business days plus however long it takes the USPS to launch an investigation (god only knows?).
I'm not a dis-satisfied customer, yet. But I would suggest you realize that I (the customer) shouldn't have to be the one who bears the cost and time burden by a shipping error, regadless of fault (unless it's my own). Please send out replacement product, next day, so I can enjoy the product I ordered. I can work with you.. if the other package were to ever arrive, I'd gladly send it back, unopened, even at my own expense. But at least get me the product I ordered asap, and don't force me to pay for the full burden of "making this right".
How you respond to this email decides whether or not I'm a dis-satisfied former-customer, or a happy regular/occasional customer.
Thank you for your time and response.
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