Hello,
I was putting a few orders together this morning and ran into some issues with shipping. I know rates have increased in some categories and generally across the board for all shipping companies, but USPS Parcel Select Ground (Commercial) should have actually reduced my rate since I am at one of the most distant zones from you.
Your system does not typically respond well to my orders due to the quantities. I tend to increase them in the cart and it pushes past the cart being full. This time it really seems to have bugged out. The shipping is usually roughly $15 per 15 lb package or so. By my estimation the items in my cart should ship in 2 packages of 15 lbs or less, but it is showing Standard Postal as $83.64 (UPS Ground as $51.46).
If you can look into this, I would appreciate it. If this is somehow not a bug and a reflection of the new pricing for coast to coast shipping, this seems like it will be prohibitive for a lot of people. I'm not seeing a blog post addressing the changes. It looks like Fed-Ex and UPS are around 5% increase on average for most of their services, while USPS Priority is an average of 6% higher and First Class 12%, but now being zone based.
The current order in my cart is ready and I'll be doing one or two more today if the shipping is close to normal.
Thanks,
Fran
Hi Fran,
Taking a look at your cart, it seems like we're seeing the same options that you are. Looks like UPS Ground is $51.46, USPS Priority is $72.58, and Standard Postal is $83.64. All of these options seem to be going out in one package, and the weight is almost 30 lbs, so I'm not sure if that's a factor. However, our warehouse has let us know that the rates we are seeing should be in line with the rate shifts, so it looks like these prices are likely correct.
I apologize for the confusion! If you'd like me to submit the order on my end, just let me know which shipping option you'd prefer and I can take care of that for you. Otherwise, I'll be happy to help with any further questions or concerns that you may have in the meantime.
Thanks!
Katina Davis wrote: Hi Fran,
Taking a look at your cart, it seems like we're seeing the same options that you are. Looks like UPS Ground is $51.46, USPS Priority is $72.58, and Standard Postal is $83.64. All of these options seem to be going out in one package, and the weight is almost 30 lbs, so I'm not sure if that's a factor. However, our warehouse has let us know that the rates we are seeing should be in line with the rate shifts, so it looks like these prices are likely correct.
I apologize for the confusion! If you'd like me to submit the order on my end, just let me know which shipping option you'd prefer and I can take care of that for you. Otherwise, I'll be happy to help with any further questions or concerns that you may have in the meantime.
Thanks!
No I would not like you to go ahead with the order. That really makes no sense to me.
#1 Priority shipping (a premium service) is never cheaper than Standard (an economy service). That should tip off the error right there.
#2 Your system separates most of my orders for Standard Postal at break points of 15 lb packages (not happening) with the max package of 15 lbs coming in previously at $14.54. As I'm guessing you remember from previous orders, the system frequently seems to bug up when dealing with my orders.
#3 The quoted system shipping costs for Standard would equal a 280% shipping cost increase.
Please do a deeper dive into my options for USPS Standard shipping, as there is obviously a problem. If this is truly caused by the rate increase, this should be elevated to those that make the decisions regarding shipping services offered. There should really be an economy rate for USPS coast to coast shipping. Commercial Parcel Select actually went down in rates for larger distances.
One way to troubleshoot this problem would be to separate some of my order into a 15 lb package and/or redo the order on another account.
I have confirmed I was correct by starting an order on another account. The system, at least for me, is not creating new packages properly after the weight exceeds 15 lbs.
If an order is at 15 lbs or less, it prices the Standard Postal properly. Please separate my current order into 2 packages and 2 different orders of 15 lbs or less and manually add the first ten shipping discount to one of them. This will at least get this order going while you fix your latest system glitch. I can also put another order together after if you can then repeat the process.
If you would prefer, I can do the separate orders myself and you can just apply the discount after I post completion.
Thank you.
-Fran
Hello,
I am currently taking a more in depth look into the issue. Our warehouse team is going to have a conversation with our contacts for the Standard Postal method tomorrow.
In the meantime I wanted to clear up some other points of confusion.
Priority shipping can indeed be cheaper than Standard based on the factors of the shipment, so this is not alarming to see.
There have been recent changes to the Standard Postal shipping method, and tomorrow we will be looking into if these have been accurately reflected on our site, or if there is something incorrect as the orders reach larger weights.
The other shipping options you have suggested are not applicable to many of our products. They have a limit on the amount of advertising the contents of packages can contain, and because many of our products contain advertisements for other products, we cannot use the two shipping methods you have mentioned.
Depending on what we hear on the issue tomorrow, we will know the best method to get your orders moving with correct shipping prices. Thank you for your patience and for taking the time and effort to investigate the issue!
Sam Phelan wrote: Hello,
I am currently taking a more in depth look into the issue. Our warehouse team is going to have a conversation with our contacts for the Standard Postal method tomorrow.
In the meantime I wanted to clear up some other points of confusion.
Priority shipping can indeed be cheaper than Standard based on the factors of the shipment, so this is not alarming to see.
There have been recent changes to the Standard Postal shipping method, and tomorrow we will be looking into if these have been accurately reflected on our site, or if there is something incorrect as the orders reach larger weights.
The other shipping options you have suggested are not applicable to many of our products. They have a limit on the amount of advertising the contents of packages can contain, and because many of our products contain advertisements for other products, we cannot use the two shipping methods you have mentioned.
Depending on what we hear on the issue tomorrow, we will know the best method to get your orders moving with correct shipping prices. Thank you for your patience and for taking the time and effort to investigate the issue!
I just want to give you guys my money and get my product without your system overcharging me shipping for the umpteenth time.
I just placed 2 orders that clearly showed and processed the correct shipping of 15 lb = $14.54 and one was 13 lbs = $13.20 (in line with normal shipping costs for the few companies that don't do free shipping) and it was charging me the same rate your other customers get charged.
I assume you put those orders on "Suspended Pending", unless there is another bug or problem. My account also seems to be blocked from placing additional orders as it kicks me back to the cart when I click to finalize.
I would like my non-bugged orders (and ones I'm trying to place) to be put through to the warehouse (with the usual $10 off shipping for $100) while you internally sort your system errors, unless you have suspended shipping and order processing for everyone.
Regards,
Fran
Hello Fran,
I'm sorry that the process has not been as smooth for your orders as we would like. Please note, our site is intended for end user retail purchasing and is not always equipped to accomodate wholesale level orders. As such, the complications you encounter are niche and require significant investigation for identification and resolution.
I have applied the First Ten discount manually on one of your orders and have pushed them to ship through the warehouse promptly. We're still investigating this, so for the time being orders of this magnitude may have the same issue. Our warehouse manager is meeting with our shipping processor next week to review some details to try to help sort this out for your future experience.
The checkout issue appears to be unrelated and I believe I have identified an issue, I just require some tech assistance to apply a fix. I'll post back here when that has been taken care of. I anticipate this will be sometime today.
Sam Phelan wrote: Hello Fran,
I'm sorry that the process has not been as smooth for your orders as we would like. Please note, our site is intended for end user retail purchasing and is not always equipped to accomodate wholesale level orders. As such, the complications you encounter are niche and require significant investigation for identification and resolution.
I have applied the First Ten discount manually on one of your orders and have pushed them to ship through the warehouse promptly. We're still investigating this, so for the time being orders of this magnitude may have the same issue. Our warehouse manager is meeting with our shipping processor next week to review some details to try to help sort this out for your future experience.
The checkout issue appears to be unrelated and I believe I have identified an issue, I just require some tech assistance to apply a fix. I'll post back here when that has been taken care of. I anticipate this will be sometime today.
I do appreciate your situation and the efforts you are putting in to accommodate my unusual purchasing. My frustration often comes when I feel like I am starting from a blank slate explaining the situation once every 2 to 3 orders. I'm really fine with a consistent work around (like placing orders that do not exceed 15 lbs that add up to $100 and requesting the First Ten discount). I just want one that works pretty quickly and painlessly.
Thank you for your time and help.
-Fran
Hello Fran,
I entirely understand your frustration. The difficulty is that the problems are actually regularly different from one another, although they give you a similar experience. We understand whats is going on when you explain the problem, but tying it back to how what specifically in our system is causing it has often been varied and requires interdepartmental communication that naturally slows the process.
I'm grateful you are willing to do the work around with us in the meantime. I have resolved the cart issue and submitted and suspended your order until you have finished the remaining half. Then I'll push both through to ship again.
Sam Phelan wrote: Hello Fran,
I entirely understand your frustration. The difficulty is that the problems are actually regularly different from one another, although they give you a similar experience. We understand whats is going on when you explain the problem, but tying it back to how what specifically in our system is causing it has often been varied and requires interdepartmental communication that naturally slows the process.
I'm grateful you are willing to do the work around with us in the meantime. I have resolved the cart issue and submitted and suspended your order until you have finished the remaining half. Then I'll push both through to ship again.
Excellent. I just submitted the 2nd part of that order and will let you know if I send any additional orders through. Thanks!
Hello Fran,
I've unsuspended the first part of the order and ensured a $10 shipping discount was applied. I anticipate the new orders will generate in one of tomorrow morning's shipment runs. Thank you!
Sam Phelan wrote: Hello Fran,
I've unsuspended the first part of the order and ensured a $10 shipping discount was applied. I anticipate the new orders will generate in one of tomorrow morning's shipment runs. Thank you!
I've submitted 4 orders and will need the First Ten work around applied to 2 of them. Thanks.
Would you prefer I start a new thread for each date I place orders?
Hello Fran,
I wasn't able to catch the first three of your orders until they shipped, but I'm am granting a $20 store credit to the last one to account for the $10 shipping discount on the two batches of orders.
In doing this for you I asked about the Standard Postal issue, and this should be fixed now! Feel free to submit your full $100 order next time and let us know if the shipping options look better for you! Thank you!
Recent threads in Customer Service
|
Customer Service Representative
