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Problems with on-line shopping
I wanted to ask your opinion on a recent experience I had in trying to order a product from a well known online merchant. I’m wondering is it me, or we’re my expectations unrealistic? Kinda feel like i need to talk to someone about it or at least post a warning to others. I’m not going o mention who it was because I dont want to weather the shit storm that will follow if I do.
So this is the story so far..
I ordered 3 items through their website after some very positive recommendations about them from several people I trust but I’m afraid I’ve not received anything like the standard of service I was expecting.
Thur 5-5-2011 I ordered 3 items. None of the items we’re shown to be out of stock and this message was clearly displayed on the page
“Availability. In the event your items are not in stock you will be contacted and informed of the delay. “9-5-2011 Got an order confirmation from their shopping cart which gave no indication of the status of the order and asking for a payment. I had to send an email back pointing out it had been paid by paypal on 5-5.
10-5-2011 I asked “Can u give me an Idea when this order will be shipped so I know when to expect it. Thanks” — I cant sit at home all day everyday waiting for it to show up and was trying to work out if I had a chance of getting it before TF.
10-5-2011 got this reply “Dear *****, Your Paypal payment has been verified. Yours truly,***** “
11-5-2011 Not the answer I was after so I asked again “So the order has been shipped?”
I dont remember exactly when but around this time was my 1st attempt to phone them. Got the answering machine during their advertised business hours.
11-5-2011 (Wed) got this answer “Your order will be shipped Thursday Yours truly, *****”
15-5-2011 (mon) the order arrived. On unpacking it I find it 1 item short and on the documentation containing in the package find it to be back ordered.10 days to ship items you have in stock from a major poplation area less than 2 hours by car from my place in this day and age I think is unacceptable, to then find the order short supplied and contrary to the policy stated in their advertising “In the event your items are not in stock you will be contacted and informed of the delay.”, which didnt happen, I find also unacceptable. I have no issue with the quality of the products I did receive.
18-5-2011 2nd attempt to call, again got answering machine during their advertised business hours.
18-5-2011 Emailed again “Hi, Made an order which was shipped 12th May 1 item was back ordered. Wanted to know how far away this item is. I needed it for this weekend.”
19-5-2011 received this reply. “Dear ****, I apologies for the delay, however, unless the stock arrives tomorrow from
the factory , they wont get shipped this week. You are one of several who are on backorder. For that color/size. Shipping is on a priority basis (date of order) and yours was nearly last down the list…sorry
Otherwise I will ship them as soon as they arrive. Yours ****”Again didnt answer my question. And highlighted the fact there was already a significant waiting list for this item when I ordered it and they new then, there was no chance I would have it for the TF weekend.
23-5-2011 Emailed again “Thanks for the reply but that does not answer my question. How far away are they. “
24-5-2011 Still no reply
Almost 3 weeks now I still have no idea how long my outstanding item is likely to take if in fact I will ever receive it.
I have tried to call a couple of times only to get an answering machine during their advertised business hours.So, Im finding this business very difficult to communicate with and when they do reply they do not answer my questions, they are using misleading tactics in the structure of their online store in not marking items that are out of stock and do not follow their own polices stated in their advertising.
I was never informed my order would be short supplied and I’ve not been able to get them on the phone to discuss my ongoing situation. The item I ordered had been out of stock for some time when I ordered it and is still not marked as being ‘out of stock’. At no time was I contacted by them to be advised the item was out of stock, offered a substitute product, or a credit.
The only straight answer I got was after threatening to begin a case with paypal resolution centre and post the facts in my case in a public place.
“The stock has not yet arrived and the supplier (which I contacted YET AGAIN today) have given me no solid shipping date.
So…sorry…I can not tell you the exact date.
I am QUITE HAPPY to refund the cost of the backordered item for you.
Which I have done today into your paypal account.I am sorry you are disappointed with the service – however it is well beyond my control at the moment.”
So apparently it was beyond their control to email or call me when they packed the order to let me know they couldn’t supply 1 item, offer a substitute or a credit?
Beyond their control to mark the item on their webpage as being out of stock.
Beyond their control to tell me ‘sorry but its unlikely’ you’ll have your item for TF’.
Beyond their control to get their orders out the door in timely manner, Beyond their control to answer my questions,
Beyond their control to answer their phone during their advertised business hours and
Beyond their control to deal with their customers in a courteous and professional manner.I was also offered this piece of friendly advise when i suggested I might post my experience in a public place.
“And a piece of friendly advice.. “posting” defamatory comments on websites
in Australia, are subject to Australian defamation laws, and I strongly
suggest you refrain from this type of action..”27-5-2011 I have received a credit for the item now so the issue has been resolved, but I notice the item is still being offered for sale on their website even though they have no stock, they are not indicating on the page the item is out of stock, havent had any stock in quite a while and at this point have no idea when or if they will ever come in.
To me this doesn’t seam like a very ethical way to do business.
On a more positive note.
I had a similar issue occur with another online merchant, Play with Hair in Perth, I ordered 2 wigs from them one of which turned out to be missing from their warehouse, for whatever reason. They called me on the phone the same day I placed the order offering heart felt apologies for the situation, they offered many substitutes or a credit, they sent pics of many similar wigs to see if there was another one I liked, they even offered to have a longer one cut and styled to look like the one I ordered, they also offered a slightly more expensive one at no extra cost. In the end I decided not to get the second wig and went for the credit which I had the following morning. They sent the one they had and I had it and 2 small free gifts for my trouble THE NEXT DAY from Perth to Sydney!. Now that is what I call great customer service! I’ve ordered other products from them before and always had it arrive the following day. I would highly recommend them and even though I didn’t end up getting the item I wanted I will order from them again with confidence and without hesitation. -
6 Replies
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It does not look like you got good service at all from the business.
I would not worry too much about their threats of defamation.
You have not said anything wrong.
If you had written something along the lines of…….”I sent my money order to Joe Bloggs, but instead of forwarding me the product, he used the money at the casino to fund his gambling addiction”, then you have said a general accusation that may be challenged in a court as defamatory, particulary if he didnt gamble.In this case, you have merely stated what your experience with this company was like.
Cheers Libby -
Please publish the name, I’ll gladly never spend a cent with them, and as for Play with Hair, I too ALWAYS find them great to deal with.
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Without repeating what others have posted I would like to point out that I have recently had a similar experience to Becky in the initial post. There are some minor differences but not enough to warrant explanation.
The online store in question is Voguewigs.com
Against my better judgement, having read some bad reviews I stupidly elected to place an order with them but with some hesitation. Suffice it to say I will not order from them again.I simply wish to advise readers that I believe their practices to be misleading at best & possibly dishonest at worst – just my opinion.
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Thats good information.. I placed an order with the same company a year or so ago and still haven’t received anything. It’s a pity really as most On line stores deliver a good service.. Perhaps those just discovering themselves should stick to those stores dedicated to the service of Trans Gender people.
Thanks for reinforcing the bad practics of that company. The more information out there in advising people, the better.
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I have had several good experiences with internet shops both overseas and here. I cannot fault Suddenly Fem, their service is good, efficient and you get what you want. It’s an American company and is geared towards CD/TGs. I thoroughly recommend it. Electrique Boutique is also very good, their range of shoes is good, their size range great and they are quick off the mark when it comes to sending articles here. I must also mention Katies, good prices, great range and you receive your garments within three days of ordering them.
I haven’t had a bad experience yet… note yet being the operative word.
Helen
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Regarding on-line shopping. Since moving to the south west of Victoria I have been going through quite a few major suppliers who have on line service. The major ones, EBay and Amazon have been no trouble at all. These days the traders are under pressure to give good service so they get a max 5 star rating. Anything less is published and evidently hits their sales very hard. I get serious requests to contact them over any problem so they can sort it before I might post my less than 5 star rating.
But the local stores, Target, Millers, Katies etc offer good service. Rosenberg Shoes in Melbourne have a very fast delivery service. I have sent an order on a Sunday evening and received the item by Wednesday!
I think it is possible for us to think only of overseas markets when purchasing, and I do a lot of that too but it is worth while considering locals as well if one is a bit shy.
Claire
