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 I avoid shopping at websites that . . .		  New Topic  Topic Locked
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OJ
Master Marine Consultant

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USA
4382 Posts
Initially Posted - 05/28/2010 :  05:49:22  Show Profile
A couple weeks ago I was looking to purchase a few hundred dollars of product from a website that would communcate via e-mail <i>only</i> - no phone contact possible. I had a series of questions that I needed answers to . . . and after three e-mails I gave up and went somewhere else. Was this site being run from his/her car? By the way, Fox Run Tools dot com has <i>great</i> prices on Presta products and related compounding and polishing pads - <i>extremely</i> helpful on the phone.

This week I placed a $200+ order on a website - but afterwards realized I had a question. I then read the site further and they explain that it is best to communicate via e-mail . . . phone calls only slow the process. So not 15 minutes after I place the order I cancel it - with the intention of re-ordering once I get the answer to my question. 2 1/2 hours later (and after several attempts to reach them by phone) I get an e-mail reply stating it was too late to cancel - it had already been proceessed and they could not stop the order in the warehouse - that was in another state. I ask for a return authorization number and now I'm getting no reply - so now I have to refuse the delivery.

I will never-ever order anything from a website again without talking with a living, breathing and thinking human being on the phone first - getting some sense of their character and product knowledge.

Am I discovering this a little late in life?
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jerlim
Master Marine Consultant

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USA
1484 Posts
Response Posted - 05/28/2010 :  06:38:22  Show Profile
makes sense in general, but there are some exceptions...Amazon is pretty fantastic, at least when you know what you are ordering and need no support, WM too...BUT, if you need some service (remember that word ?) then I agree totally!
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DaveR
Master Marine Consultant

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USA
2015 Posts
Response Posted - 05/28/2010 :  08:58:19  Show Profile  Visit DaveR's Homepage
I think you're taking it a bit far. Most of the time I never talk to a customer rep. In this case however, the " please don't call you'll slow the order" would draw a red flag. Of course like you I would have seen it too late. I think whether it's in a store or on line <i>sometimes</i> service is going to suck, they won't want to return your money, etc. and it's just a fact of shopping. I bet your credit card company will go to bat for you (never use a debit). Better luck next time!
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redeye
Master Marine Consultant

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3477 Posts
Response Posted - 05/28/2010 :  09:58:38  Show Profile
&lt;&lt; Rant On &gt;&gt;
I've gotten fed up with the online experience for shopping. Service means serving my needs, not theirs. If I hafta put in another login and password I'm gonna hit the resume button with an ax.
&lt;&lt; Rant Off &gt;&gt;
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OJ
Master Marine Consultant

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USA
4382 Posts
Response Posted - 05/28/2010 :  10:55:18  Show Profile
Agreed regarding Amazon, . . . I believe they even give you a short time frame to cancel . . .
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britinusa
Web Editor

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USA
5404 Posts
Response Posted - 05/28/2010 :  15:42:13  Show Profile  Visit britinusa's Homepage
Oh boy, guess what I do for a living! Yep, I build webstores and online systems.

I have clients that are mostly small businesses, they all have phone numbers to call (I even have one for our own company MVBizX.com)

In many cases, my clients will talk to the customer on the phone while at the computer placing the order online as they receive it.

Even in a small business, having systems in place to keep management costs down is vital.

When you think about the larger companies (Amazon et.al) then their markup is normally way way down, if they make 5% then it's a Whoooopy.
So a $30 product with a 5% profit - ie. $1.50, then you cannot spend much time talking with the customer, well you can, but you'll be out of business really quick.

So we either shop for low markups, or high service levels. Rarely do you get both, happens, but not often.

Personally, I'll place an order online any day rather than waste my time talking to a rep that might not even care if I purchase.

We just purhcased a new outboard motor, did the research online, mulled it over a few days, a Rep called (data mining is a wonderful thing) and I placed the order by phone in less than 2 minutes. He must have loved that!

Now, when we all have video phones and the vendors have video reps (animations) then it will get really frustrating!

If you would like to discontinue this discussion, please press 1, if you would like to talk with a customer care specialist, please press 11.



Paul
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Prospector
Master Marine Consultant

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Canada
3159 Posts
Response Posted - 05/28/2010 :  16:27:01  Show Profile  Visit Prospector's Homepage
My 2 rules for online shipping (especially for US Vendors who will be shipping to me in Canada) are:

1. There has to be a reason that shopping online is better than sourcing the item locally. I find it better to go garage-saling for an afternoon, or buy through craigslist or kijiji and gamble on getting the widget I am after than buying used crap I've never seen on ebay.

2. The buyer MUST be willing to ship via USPS standard mail. If they are too lazy to carry my package to the post office, lick a stamp and stick it on, then I am too busy to order from them. UPS and FedEx both charge Brokerage Duties that are way higher than I am willing to pay. USPS sometimes charges, usually doesn't, and is always reasonable, even if I have to wait an extra day or three.
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bigelowp
Master Marine Consultant

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USA
1800 Posts
Response Posted - 05/28/2010 :  18:03:22  Show Profile
When i want/need advise I go to the place where I get the best advise and pay whatever price they charge deeming the potential increase in price as fair compensation for their advise. When it is a slam-dunk and i know what I want, then the on-line no service sites are fine. The real issue to me is supporting those companies that really offer support when you need it by paying their prices. BTW some of the good retailers who fully support their product will meet competitive pricing when asked.
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Notice: The advice given on this site is based upon individual or quoted experience, yours may differ.
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