This report isn’t based on something the company did wrong, per se. Or a breach of the law or policies. But its based on what I believe is their poor customer service and inability to keep the customer happy. I believe the email exchange between Allison and I would be best to start off with: | My email on 12/01/16 (had my name and order # in it) – | When am I going to receive this? I ordered this Sept 26. Over 2 months is a getting ridiculous. And I haven’t received an email stating delayed shipping or offer to refund or whatever. Please rectify this situation. | Thank you. | Allison’s email on 12/01/16 – | Per the website, your preordered the sj-50, and on the site they are still preorder. The only update is tracking when the order ships…we are just a small family company. We expect them in next week per the “expected release date”. We should actually get them before the 9th. If they come in earlier, it will ship earlier. | Thanks, | Bump My Lock | My reply on 12/01/16 – | Ok. Couldn’t the inventory that was in have been shipped right away and the order that was delayed shipped when you receive it? | Allison’s reply on 12/01/16 | No, we specifically say in our delivery section that we do not split shipments…you paid $4.64 for shipping and it costs me $3.00 plus some for shipping because we use padded mailers, plus the cost of the mailers, packing slips, labels…so we would lose quite a bit splitting. | Ok, so my problem is that while they are keeping within their policies, it doesn’t much seem like they care about me as a customer. They’re worried about penny pinching with shipping by not splitting the order. I run a small business too and often ship products. I buy my shipping products in bulk, as I’m sure they do. Trust me, they wouldn’t be losing that much in shipping materials and cost. And frankly, my order was under $50 for the first order. The next order (if I were a happy customer) would probably be in the range of a couple hundred dollars. They would get more than enough profit back on my next order. Sometimes you have to sacrafice a little to gain a lot. | I had to wait over 2 months (after paying for the product and shipping) to receive my product. If they really didn’t want to breach their policy a little to keep me happy, at the very least they could have sent an email to me letting me know that the product I ordered wasn’t available yet and then offered me a couple alternatives, such as cancelling my order and doing 2 separate orders, so that I would receive my other half of the order right away. | To sum things up, again they stayed within their policies, but they didn’t fight to keep me as a customer in the least. They just quoted policies to me. I will definitely not be a returning customer. Being in business for 7 years now, the most important lesson I can impart to them, is that its all about word of mouth and happy customers / clients. I make a pretty good income right now and if I just qouted dry policies to my clients, I either wouldn’t be in business any longer or would not be able to maintain the income I have.
Country: United States
Phone: (888) 802-1131