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I put in a rather large order (over $100) on the 15th of this month and still haven't received it. So I finally checked my account to see what the status of my order was and was dismayed to discover it hadn't even shipped yet! It seems a few of the minis I had ordered were on backorder and that was holding up the entire order.
So I called customer support and got it taken care of - they were nice enough to move the two backordered items into my sidecart and ship the rest of the order, but here I am several weeks late of having the rest of the order.
It would have been really nice if:
A) The backordered items would automatically move to your sidecart so you could get the rest of your order in a timely manner
or
B) We were sent an automated email message informing us that part of the order was on backorder, and inviting us to call or email to change the order if needed.
Director of Sales
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I put in a rather large order (over $100) on the 15th of this month and still haven't received it. So I finally checked my account to see what the status of my order was and was dismayed to discover it hadn't even shipped yet! It seems a few of the minis I had ordered were on backorder and that was holding up the entire order.
So I called customer support and got it taken care of - they were nice enough to move the two backordered items into my sidecart and ship the rest of the order, but here I am several weeks late of having the rest of the order.
It would have been really nice if:
A) The backordered items would automatically move to your sidecart so you could get the rest of your order in a timely manner
or
B) We were sent an automated email message informing us that part of the order was on backorder, and inviting us to call or email to change the order if needed.
Thank you very much for the suggestions. Rest assured that we are constantly trying to update our system and procedures to make sure that you have all of the relevant information at your fingertips so that we can get your products to you as soon as possible.
There is something here that I would like to correct, however. On the "Confirm Your Order" page, as well as the confirmation email, for the order you placed on the 15th it states that your order "Should ship from our warehouse within 9 to 17 business days." It shipped out yesterday (the 28th) after I got off the phone with you, and yesterday was the 9th business day from the date the order was placed. So, really, your order was not delayed.
The question remains whether it would have been delayed if you had not called. At this point, it's hard to say for sure (because the changes have been made to your order) but it's not terribly likely. Those estimates are nearly always pretty good (if not a little long). The "backorder" status is a status we get from our distributer and is applied to a product in general. It may or may not apply to the particular item on your order. It is sometimes the case that a customer will put an order in with us for a particular item and we will then put an order in with our distributor for that item. If the distributor only has one of that item in stock, they will pull it and send it to us, then that item will become a backorder while it is in transit to our warehouse. If the customer checks their order status at that time, it will say that this item is on backorder. There is an element of uncertainty here. This doesn't happen terribly often, but it happens. Unfortunately, this is a core mechanic of how our inventory system works. While we are trying to make it smarter, we obviously still have a ways to go.
It is important to note, here, that we are catching more and more stagnated orders in the system and are alerting customers when their orders have gone beyond the estimated shipping time. This check is not yet perfect, but we're working towards it. It is likely that we would have caught your order and contacted you if it overran the estimate overmuch.
Thanks,
cos
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Thank you for the attention and clarification. Don't worry, I'm not upset about this at all, just want to add my suggestions to help you guys provide the best support possible. I still think you guys are among the best in the business, but there's always room for improvement.
On a side note, the main thing I placed the order for, and what I was most looking forward to using (the initiative tracker) was destroyed by my kids 2 days after arrival and magnets all lost before I even got the chance to use it. Aarg!!!! Destruct-o-kids! So...I'll probably be ordering another one shortly.