"I have been a customer of this online provider of holiday "crackers" for several years now. They have the best variety and price choices I have seen. Up until this year, when their shipping process failed me.
I ordered on the Saturday (12/17) before Christmas, while late, based on my understanding of their shipping policies per the website, I thought I was fine. However the product did not arrive before Christmas and their cavalier handling of the matter (you should've known better) means I will not be a returning customer.
They sell a product that is not very useful after the holiday. While anyone would be disappointed in a post Christmas delivery, at least the gift can still be enjoyed. Not in their case (at least until next year). They ought to recognize this and manage client expectations with proper service levels.
From my perspective, they were unconcerned that I was dissatisfied. In order to justify their poor service they ignored the actual order date, the conflicting website policy, and their processing delays and errors...and blamed this on me.
Basically - they just didn't care.
Here is the email thread that I sent regarding this...
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From: Mark A. Creery, Sr.
To: Olde English Crackers
Sent: Monday, December 26, 2011 8:04 PM
Subject: RE: Order Update #29017
Hello,
I am disappointed to say that my order did not arrive by Christmas. According to your site it was shipped on 12/18, a week before Christmas. The UPS site indicates the tracking number you provided, 1Z57FA00342633243, is not valid.
Please advise.
Thank you
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From: Olde English Crackers [mailto:****@****]
To: Mark A. Creery, Sr.
Subject: Re: Order Update #29017
Mark,
We are very sorry that you did not get your order in time for Christmas. Our UPS shipping chart does clearly show that it takes 5-6 business days for a Ground shipment to get to your location from our site in Washington State. UPS does not pick up or delivery ground packages on the weekend, so with
your order being placed on Sunday, Dec. 18th it would not ship until Mon., Dec. 19th, with the earliest arrival date being Mon. Dec. 26th.
UPS tracking indicates that your package is scheduled for delivery on Tuesday, Dec. 27th. The original tracking no. you were sent had a "0" missing. The correct number is 1Z57FA000342633243 .
If you have any additional questions. please feel free to call us toll free at ***-***-****.
Best wishes,
Gary Stonedahl, Olde English Crackers
Robin Reed Christmas Cracker, ***-***-****
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From: Mark A. Creery, Sr.
Sent: Tuesday, December 27, 2011 2:03 PM
To: 'Olde English Crackers'
Subject: RE: Order Update #29017
Thank you for your response.
I am disappointed in your service and your response.
I ordered on Dec 17 at 12:59pm your time (not Dec 18th as you said).
Your site said same day shipping by 7pm. Your confirmation email said “UPS orders received after 2 PM or Saturday or Sunday will ship the next business day.” Implying those placed earlier would ship sooner. I cannot be expected to know that my order would’ve sat for two days with no activity.
I did see the 5-6 days order lead, but assumed that if you took a Saturday Dec 17 order that you could still get it to my house on time (5 business days plus 2 Saturdays, plus Sunday). On top of that, the error in the UPS code was a further inconvenience.
I ordered many items the last week before Christmas from several on-line retailers. Their sites posted expected delivery dates (and limited shipping options) as Christmas approached so one did not order something that they would not receive until after the holidays. I feel it was your responsibility to ensure my on-time delivery on your website as your peers did.
I have ordered products from you in years past and am not inclined to do so in future. I will be posting notes on the disappointing shopping experience on www.resellerratings.com.
Thank you.
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