What are your expectations from the average etailer?

[HiGHFLYiN9]

I thought this might be an interesting topic, because I, like many of you, have come to expect certain things... Certain basics of customer service from the average online etailer (online retailer) that would cause you to want to shop somewhere else if broken. I realize that with the advent of online shopping, the average consumer has lowered their expectations for customer service in exchange for lower prices, however we all draw the line somewhere.

I was recently very surprised when I was bombarded with what I consider fairly poor customer service from an etailer I thought I trusted, however I'll spare you all the details as we've all experienced things like this a number of times. Anyway, I'll share what I think are minimal expectations and see what you guys think, feel free to share your own.

I feel that:

> If purchasing multiple items, and one of the items was shown to be in stock at time of purchase and it turns out it was out of stock, the other items should be shipped immediately and the remaining item should be shipped free of charge when it arrives.

> If an item was pre-ordered before it was released, the etailer should send a confirmation every month to confirm the pre-order and notify of any changes in release date (no etailer I know of does this, but they should

)

> If purchasing online, no interaction is necessary other than a receipt via email and a shipping confirmation unless there are item(s) are out of stock.

> If an item was shipped in mistake or arrived damaged and the value is low (ie: $5-10), the retailer should ship the correct item and not require the customer to return the incorrect/damaged item.

> If another customers order was shipped to you, and you notify the company, that the order should be picked up from your house via a carrier rather than causing you to make a special trip to UPS/USPS/Fedex.

Feel free to add your own or let me know if you agree or disagree with any of mine.

 

[Edwood]

Mind spilling the dirt on the particular etailer?

Sometimes total automation can be PITA. I recently had to RMA some RAM twice with Newegg.com. They never respond to any comments online, they just immediately email me an RMA. They do not let you substitute for another product, only straight up exchanges, otherwise they charge a restock fee. Also, they never disclose that they have multiple warehouses, and where the item you order will be shipping from, so because I live in California (driving distance to Newegg, in fact) I normally receive an item the next day. One time it shipped from Tennesee and took forever to arrive. So I get charged sales tax without the benefit of immediate gratification? No thanks, Newegg.
I have to call in my orders now with Newegg, what a hassle.

Speaking of calling in orders, on the total opposite end (of the country even), I have a different experience with B&H. I always call my order in, because it's the only way I can get my NAPP member discount. But being on hold is very short, if there is any wait at all. On top of that, B&H has free return shipping for RMA's, and they allow you to substitute for another item, if the item is not working out for you. Granted, B&H is not always the cheapest price, but for big ticket items, they are decent prices, I typically order bigger ticket stuff from them. $500-$1000+ items.

Amazon.com? I think they've gone majorly downhill. Customer service is pretty much non-existent, but their orders have been pretty trouble free, (knock on wood) thus far. They used to have free return shipping and 100% satisfaction guarantee (I think), but now they are like pretty much any other etailer. And their "more buying choices" thing where they operate as a front for other etailers is just dumb. The only time it works well, is a few times, Amazon has cheaper shipping rates than their drop shipper.

-Ed

 

[Edwood]

Quote:

Originally Posted by HiGHFLYiN9 /img/forum/go_quote.gif > If purchasing multiple items, and one of the items was shown to be in stock at time of purchase and it turns out it was out of stock, the other items should be shipped immediately and the remaining item should be shipped free of charge when it arrives.

I agree, but only if all the items are listed as in stock at the time of the order.


Quote:

> If an item was pre-ordered before it was released, the etailer should send a confirmation every month to confirm the pre-order and notify of any changes in release date (no etailer I know of does this, but they should )

Would be a good idea. But first and foremost, etailers (or retailers for that matter) should not charge until the pre-ordered item is actually in stock and shipping.


Quote:

> If purchasing online, no interaction is necessary other than a receipt via email and a shipping confirmation unless there are item(s) are out of stock.

What other "interaction" are you referring to? Spam? I guess some etailers practically spam you with every step of the order process:
Order received, order processed, credit card approved, warehouse notified, warehouse employees paged, stock found, forklift deployed, item retreived, UPS notified, Shipping label printed, Shipping label affixed, UPS picks up package, Item stolen in transit....


Quote:

> If an item was shipped in mistake or arrived damaged and the value is low (ie: $5-10), the retailer should ship the correct item and not require the customer to return the incorrect/damaged item.

Too easy to abuse, will never happen.


Quote:

> If another customers order was shipped to you, and you notify the company, that the order should be picked up from your house via a carrier rather than causing you to make a special trip to UPS/USPS/Fedex.

You mean if a package that is someone else's is accidentally delivered to you? Yeah, What, it's all on the carrier at that point. Not really the etailer's fault, but they should have some pull with their carrier.

I think etailers should pay for return shipping regardless. I seems like it's always a gamble to buy stuff online, and having to pay for an RMA return shipping for a defective or broken item is bullsh**t.

But that is where a higher priced etailer and a cut rate one makes the difference. I guess in the end you usually do get what you pay for. But haggling is possible online. Usually best to call, but I've gotten one etailer to pricematch another one. It's a win-win there. You get the product at the same price, you are just negotiating getting it from a better etailer with better customer service.

-Ed

 

[Seaside]

Generally, speaking....

1. Price of "item + shipping" should be cheaper than sum of "retail price plus tax". Or else, we don't want to buy from etailors.

2. Customer service must be friendly but not overly friendly. If I heard a word like "man", "dude", "my friend" or "whatever", that will be the last purchase.

3. No return shipping or restocking fee in case, the item is DOA, deffective, not perform as promised or wrong item. Asking fees for something that is not a customer's fault is plain simple rip off.

4. Customer service can be reached within 5 min of waiting or less. More than that is simply unacceptable.

5. Ship item within a day or two. When they are not able to ship within that. They should make shipping overnight in order to get it delivered on time.

6. Most importantly, don't just say "sorry, but we can do nothing about it". Make it right at the first place.

 

[RYCeT]

Quote:

Originally Posted by Seaside /img/forum/go_quote.gif 3. No return shipping or restocking fee in case, the item is DOA, deffective, not perform as promised or wrong item. Asking fees for something that is not a customer's fault is plain simple rip off.

I used to order a lot from Newegg, however my last order, a harddrive and external enclosure, the external enclosure is DOA and frankly I'm suprised that Newegg charge me for return shipping of DOA item. (never have to return item before) Paying $9.00 to exchange $25.00 item sucks big time. Any other alternative for newegg guys?

I have better luck with Amazon. I'm not satisfied with canon ef-s 17-55 IS 2.8 I bought from them, I asked for refund and they charge me nothing for return shipping fee nor re-packaging fee. I was ready to pay for both of them since it's not their fault. This kind of thing which will made me a loyal amazon customer.

 

[HiGHFLYiN9]

Quote:

Originally Posted by Edwood /img/forum/go_quote.gif Mind spilling the dirt on the particular etailer?

Eh, I'd rather not share the name as they've been very good up until this point, but they recently shipped me another persons order and required me to jump through a few hoops to send it back to them (they didn't even know about it until I informed them) and I wasn't too happy about it, considering I was returning well over $100 worth of merchandise to them. In cases like that, they should send a carrier to pick it up.

I agree about the not charging until shipped thing Ed, it's very annoying when a etailer sells you something in advance and conveniently vanishes without a trace when the item hits its release date. No more preorders for me unless they follow that policy.