order delays?

[robo74]

I haven't seen anything posted on the website, so thought I would ask here.
Besides the 1-3 day delay because I picked a color, is there anything else delaying orders?
Tomorrow (Tuesday will be one week since I ordered and I have heard nothing. Sent a inquiry off of the website a few days ago and heard nothing off of that. Do I need to be worried about my order? Would like to get this asap?

Rob

 

[OCD]

Hi Rob, sorry... yeas we have been a little stretched. As with everyone at this time I am sure there is a lot of life getting involved in business. Most orders are going out on a timely basis. Custom cut glass has been the worst for us right now then painted tubes running second.

If you will give me your order number I will let you know where it is. We have always had the 1 to 3 day delay on colored tubes but I have been tempted to change that to 3 to 5 more to lower expectations than to reflect what we actually ship. Generally the girls have that stuff out post haste but then you toss in canning cranberry sauce, and Thanksgiving dinner shopping and things go to pot.

The best I can say to folks is that on custom stuff please dont order right up to some deadline like leaving for a trip, we see a lot of this and we really do all we can but at the end of the day we have to say it is what it is and we pick it up again tomorrow.

This isnt to say that something could not have gotten shuffled to the side and we always want to know when a customer has not received something they should have. We have a pretty good track record of making sure that never happens, in fact I would say we go beyond most folks expectations on that end.

 

[robo74]

OCD,
While I do understand busy and such, its all about the customer perception. This is my first order with ibtanked, and when I order on Tuesday, and I see 1 to 3 delay from my black painted glass, then I would expect to see some sort of tracking on Friday. However, if your that busy and have limitations on work schedules, then I think you need to bump that expectation out a little. If I would have read 3 to 5 days, I would have had different expectations or made different arrangements.

Your tanks and business come highly recommended, but from someone who has never seen/held/used one in person before and just spending $36 on glass and metal pieces, I get a little edgy when I dont get any sort of communication.

I am by no means making this a bashing situation, just trying to let you know where I am coming from.

My order I placed a week ago is 26a506983

Thanks
Rob

 

[Litcube]

I'm having the same issue. Since the 16th, I have sent two e-mails asking about an order change, and I haven't heard a single response back, nor any order shipping.

 

[robo74]

I just received my email that it shipped. Tracking shows it shipped yesterday. Thanks for the update.

Rob

 

[OCD]

Hi Rob, your order was shipped yesterday and should have the tracking updated to the site soon. I wanted to say I completely understand your situation and how it can be frustrating when you expect something that doesnt happen.

Litcube, I would be happy to look yours up if you would post the order number. I apologize for the communication issue through the site. I have been seeing a few of these recently and it bothers me to see even one.

As you might notice I am always prompt to answer any issues through this forum or for those who send me a PM here. Sadly the customer should not have to post here to get the attention they deserve. I dont personally handle the support email other than those directed to me because of the topic but I do have the ability to crack the whip and rest assured I will be on that.

 

[Litcube]

My order number is ddf706912. I would like to add a few thingies an an extra three glass tubes (I keep breaking them) to the order. Can I just order them again and you can throw them into the same package? you can reply at my e-mail.

Thanks, OCD

 

[robo74]

Hi Rob, your order was shipped yesterday and should have the tracking updated to the site soon. I wanted to say I completely understand your situation and how it can be frustrating when you expect something that doesnt happen.

Litcube, I would be happy to look yours up if you would post the order number. I apologize for the communication issue through the site. I have been seeing a few of these recently and it bothers me to see even one.

As you might notice I am always prompt to answer any issues through this forum or for those who send me a PM here. Sadly the customer should not have to post here to get the attention they deserve. I dont personally handle the support email other than those directed to me because of the topic but I do have the ability to crack the whip and rest assured I will be on that.

Thanks OCD, I just want to set us up for a good relationship.
Here is how I see it playing out....

I get it, I love it. I dont use just one tank, so then I want more... then I end up ordering more.
My future orders, I wont be disappointed as I know now how things can get when its busy

Rob

 

[OCD]

Litcube, that order was shipped on the 19th and tracking is available through your account on the IBTanked website. You should have also gotten an email when it was shipped.

Here is the last entry on searching the tracking on USPS.com

November 23, 2013 , 2:25 pm Customs Clearance

 

[OCD]

Thats how it usually happens Rob. It is kind of funny because for many new customers you almost count the days to their second order. First one tube then two or three more about three days after shipping

 

[Litcube]

Thanks, OCD. I wonder if my original correspondence had reached you in time, if my order would have been amended. I have to pay shipping again. What is the best way to contact you if not "the contact us" link where we procure your products?

 

[RuDawg7890]

OCD, can you check on my order too please? 2c4107042 placed on 11/21. I'm wondering if my coloring request is delaying my order further...

 

[OCD]

Hi RuDawg, yours was shipped yesterday. I will have Vikki update the tracking to the site and you will get a tracking number shortly through email. Some of these updates have been missed the last few days because of a hiccup on our end. Orders are still going out but some have missed getting updated on the site.

Litcube, we do try and work with customers on change orders. This is something that many companies simply wont do because it can be a PITA but if we can catch things we are happy to help folks out. Our support email is usually fine but at times Vikki gets overwhelmed on it so there is no guarantee of it being addressed quickly. I would suggest that if you or anyone needs to make a change to an order calling would be the most reliable route of catching an order before it is shipped.

 

[RuDawg7890]

Thanks OCD! I did receive the email update. I'm sure I'll be placing another order in the near future.

 

[Utew]

OCD,

Was just getting ready to ask about my order from the 22nd... number 1f5507067 , but I see now that the status is shipped, though I haven't received any confirmation of that. In any case, looks like movement is happening. Expect you'll get in some well deserved time off with the Holiday.

Hope You and your Family have a good Thanksgiving and Thank You so much for the great products!

 

[OCD]

Hi Utew, yes that order shipped. Strange that you didnt get the email, maybe check your spam folder? You can get the tracking number by logging into your account as I see it is on the order.

Happy holidays to you and yours too.

 

[robo74]

mine has been stuck in Cali since the 25th... this has turned into a nightmare!

 

[OCD]

Well that really Bites Rob, sometimes the USPS tracking just doesnt update even though something is moving. Be sure to bump this on Monday if nothing has changed and we dont see it moving I will have the girls reship it. Most likely though I am thinking it got out of Santa Clarita without a scan is is waiting to be scanned in on the other end.

 

[robo74]

I'm hoping so, usually something from Cali never takes too long to get to the Chicago area.
I will keep my eye on it!

Rob


Sent from my iPhone using Tapatalk

 

[robo74]

After a week of nothing, it finally hit Chicago and is being routed to me.
I guess USPS drop the ball from time to time and I am sure the Holiday has caused some delays.

All should be ok once I get home

Rob