What Would You Do? A Question About Online Retailers

[Cliff]

Hmm, I was just looking for the appropriate forum to post a similar complaint...although I'm more torn about posting the company name, as I think honest feedback is fair game, good or bad. But its probably right to try and avoid a public bashing...
I placed an online order on December 20, and didn't receive any communications from the seller other than the order confirmation. I emailed them a couple times during the following few days to see what the status of the order was...no response. I was put off by this, as like you stated in your post, the seller has a reputation for quick response, and their website says they ship pretty much anything in stock next day, sometimes same day. So after not hearing back for 4 days, I contacted the buyer through PayPal to request that the order was cancelled. Within minutes the seller responded, stating that they would be closed until January 9! (3 weeks after I placed the order)
I said if that's the case, than I would definetly like to cancel the order.
The seller decided this wasn't reasonable and escalated the claim through PayPal. I now have to wait for PayPal's resolution review process to get my money back. It's going on three weeks since I placed the order, and still have the charge on my card. I feel this was totally unreasonable and that the seller was just trying to be a pain in the ass.
With all that said, I don't think you're wrong to expect good customer service from a professional business establishment. It's not some kid on kijiji...
I personally won't be ordering from them in the future, which is a shame because this place has some really great stuff.
But what do businesses learn when they treat us like crap, and we come right back two weeks later? Nothing...
The only way you really have a voice is by where you choose to spend your money in the future, and where you refer your friends and family...

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I hope this is not reefsuplys I m waiting for a order I really need lol

 

[nathan]

Just thought I'd ask my two cents being in sales my self.... from a personal perspective being in sales the customer is rarely right as TORX said.... but being a business owner or in sales as my case it's not about right or wrong for me.. at the end of the day even if the customer is wrong is about making sure my customers left my store in a manner that they are happily serviced and know they will be back.... I do feel that he had a responsibility to give you a full refund if requested on your part. Being in business or in sales it's all about customer satisfaction . I'd say his bad day cost him one and that happens.

 

[hark]

I'm glad i didn't post the name, after reading cliffs reply i went back and checked and one of the items i wanted did say ships 2-8 days. So while it was more than 2 days it was definitely less than 8. So i am definitely to blame here too and don't really have a right to complain about delays in shipping

I guess the part that still erks me is i still left the deal feeling like i didn't really matter to them anymore....which is hard to take. I've posted many positives about the retailer and still believe they are very nice and polite people, they've earned my dollars previously.. I will use them again, but i intend to use others now as well.

 

[unibob]

I'm glad i didn't post the name, after reading cliffs reply i went back and checked and one of the items i wanted did say ships 2-8 days. So while it was more than 2 days it was definitely less than 8. So i am definitely to blame here too and don't really have a right to complain about delays in shipping

I guess the part that still erks me is i still left the deal feeling like i didn't really matter to them anymore....which is hard to take. I've posted many positives about the retailer and still believe they are very nice and polite people, they've earned my dollars previously.. I will use them again, but i intend to use others now as well.

Was it listed as 2-8 days when you ordered? I am almost 100% sure I know the company, and have had similar issues as a hobbiest and as a buisness buying from them.

As a business I understand both sides. However regardless of situation, the customer has always gotten a refund or allowed to cancel an order from me if they choose to do so. Call it bad or good business, I'm just too nice of a guy Im also not the quickest shipper as I do not do it as my full time gig, and honestly life has ups and downs :/


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[hark]

Well to be honest i sat down tonight and had every intention of placing an order with mops. Signed up, got an account and started to try to shop with a beer watching the hockey game . The Web expefience on an iPad was very difficult to use, i wasnt able to search for products (using apple air2) because the Web dorm didn't look to be mobile first. I also didn't like I could not easily add more than one item until check out. Anyway, i have it a try but eventually gave up until i have time to login from a PC.
So over to JL aquatics i went and found the site mobile friendly and easy to use, unfortunately a little too easy. My original 300 dollar recent order at my usual retailer turned in to a 650 dollar order at JL.

Now let's see when it all arrives

 

[jeffopentax]

That's weird. I do all my mops.ca shopping from my iphone, and haven't had those problems. If my daughter hadn't broken the screen on my ipad I'd try it on there [emoji853]


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[hark]

That's weird. I do all my mops.ca shopping from my iphone, and haven't had those problems. If my daughter hadn't broken the screen on my ipad I'd try it on there [emoji853]


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Definitely weird because now it's not doing the issue with the search. Oh well, I'll order from them next time now

 

[Josh]

Well to be honest i sat down tonight and had every intention of placing an order with mops. Signed up, got an account and started to try to shop with a beer watching the hockey game . The Web expefience on an iPad was very difficult to use, i wasnt able to search for products (using apple air2) because the Web dorm didn't look to be mobile first. I also didn't like I could not easily add more than one item until check out. Anyway, i have it a try but eventually gave up until i have time to login from a PC.
So over to JL aquatics i went and found the site mobile friendly and easy to use, unfortunately a little too easy. My original 300 dollar recent order at my usual retailer turned in to a 650 dollar order at JL.

Now let's see when it all arrives

Doesnt get more Canadian than that

 

[Kman]

I get business is busy this time of year. But really are they that busy that they can't pick the order and just send what they have and when the the last item comes in send it? To me it shows little respect or value for the customer because no way are they so busy they can't just send that last item separately. That is total BS. With how may options today online I at the very least would call them on it and send them something telling them of my displeasure and that if they want my continued business they show a little more respect next time or I stop buying from them and I mention the poor service on the forums I am on. I would not order from them unless I had to absolutely had to. I get the customer is not always right but in this case that is BS they could not send what they had and send the last item later. What they are to busy to help a customer with their order? As a consumer we have the power to shape how these business treat us.

 

[Dingets]

I came across this same problem today when I was wondering where in the heck my order was. I feel like we might be dealing with he same retailer Kman.
I had to check my order which unbeknownst to me was changed from processed to awaiting inventory for one item.
An email at the least would have been nice. Even nicer would have been to ship everything except that one little thing they are waiting for.


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[hark]

I get business is busy this time of year. But really are they that busy that they can't pick the order and just send what they have and when the the last item comes in send it? To me it shows little respect or value for the customer because no way are they so busy they can't just send that last item separately. That is total BS. With how may options today online I at the very least would call them on it and send them something telling them of my displeasure and that if they want my continued business they show a little more respect next time or I stop buying from them and I mention the poor service on the forums I am on. I would not order from them unless I had to absolutely had to. I get the customer is not always right but in this case that is BS they could not send what they had and send the last item later. What they are to busy to help a customer with their order? As a consumer we have the power to shape how these business treat us.

I did almost exactly that, took my business for the time being to JL. They had everything i needed and it was shipped today, ordered yesterday.
Let's see how it arrives, will report back when it does

 

[TORX]

If I am on the right page, those items might say 'Availability: Usually ships between 2-8 business days' as apposed to 'Availability : Usually ships the next business day'. That means that they do not have any in stock and that they have some ordered or will be ordering. Of coarse 8 business days is almost 2 weeks before they might ship it. If you order on Monday, then they may not ship it until the following Wednesday. It is clearly noted on the items right in the center of the screen and in red for delayed shipping items. It can be very frustrating though.

 

[Kman]

In a case like this they should say that to the customer and make them aware of availability. Point out that on the order page. Not brush them off with a we no longer do that or we are to busy. If they would have communicated properly that some items have availability restrictions on them that would have been a different story. But they didn't. They went with the poor communication and lack of respect option. It could be because I have been in this hobby for a long time but I don’t put up with lack of respect. I get I will not always get what I want but I don’t put up with being brushed off like that and be treated like my continued business means nothing. I expect a professional to act like one and communicate effectively. If there is restrictions on an item tell me but don't brush me off. When buying stuff it is a business transaction and I act like a professional and communicate my needs clearly and respectfully. I expect them to act the same or I take my business elsewhere.

 

[Nonuser]

Not to stick up for them. But I work in a pretty intense sale/service job and with the holiday season with increased sales and people taking vacations at this time of year and then having to deal with suppliers having the same issues. Customer service is less than 100%.

Realise that maybe they have 100 units but 200 were ordered for Boxing Day. Maybe they get 1000 order a weekend but this time of year 3000 orders.

Last thing to remember, sometimes things are out of our control and being yelled at and berated doesn't help me perform better.

This week alone I had threats of taking their business elsewhere berated about increases in rates. Fortunately I can politely tell clients that I can try finding a better rate but if they can find a better deal somewhere else then by all means take your business there.

Also clients want service now! But if I request information from them I have to repeatedly ask them for weeks.

 

[jeffopentax]

What confuses me is how a business can say they are too busy to take an item(s) off an order. Wouldn't it cost them more time and money to cancel an order altogether?


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[Nonuser]

Not sure if true in how things work. But they already have your money when you submit your order. Meaning the credit card payment has been accepted and you have a contract with them to purchase the order. If you cancel then it's probably a one step cancel everything process. But you see then they don't have your money any more the contract is broken.

To back order and then ship twice instead of once. Doubles the work, extra shipping costs. But then you could possibly just end up cancelling the back order and they lose out on that sale/money.

Please don't forget, everyone is out for themselves and wants what benefits them not you. It's human nature

 

[jeffopentax]

So instead of losing the sale of a couple items they don't have in stock, they say [emoji867]we don't want any of your money?


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[jeffopentax]

Mops knows a thing or two about customer service...

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[Canadianeh]

@hark since you and the other mentioned that the online store is using "availability: usually ship next businnes day/ 2-8 business days", I think I know which store.

@hark, did you communicate to the CEO directly, or did you talk to one of the employees?

 

[Cliff]

Mops knows a thing or two about customer service...

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Now that's customer service!!!!! WOW