Seeking advice... what could we have done differently?
10-14-2010, 10:01 PM
#92
Super Member
Join Date: Aug 2010
Location: Australia
Posts: 4,116
I always calculate everything before I order, so that there are no nasty surprises at the end. Surely the tax on the two items would not come to more than the expense of the extra postage that would have been incurred? If so, there is very little point in importing.
10-15-2010, 02:19 AM
#94
Super Member
Join Date: Sep 2010
Location: Behind my sewing machine
Posts: 7,202
I agree...smart idea about giving her a coupon for future purchase.
Originally Posted by MrsM
I think you did everything you could on yourside. (Was she given options when she placed her order? Usually websites have you pick how you want it shipped.) Regardless you did try to contact her twice about it. Stop beating yourself up.
I would send her a coupon for a certain % off her next purchase and leave it at that. If she orders again, do not ship it until you know how she wants it sent.
I just visited your online site and found your winter fabrics spectacular!
I would send her a coupon for a certain % off her next purchase and leave it at that. If she orders again, do not ship it until you know how she wants it sent.
I just visited your online site and found your winter fabrics spectacular!
10-15-2010, 07:19 AM
#96
Senior Member
Join Date: Dec 2006
Location: New York
Posts: 332
Originally Posted by Favorite Fabrics
It was ten days from when she placed her order to when we shipped it. We don't like to "hold" fabrics more than a week, figuring that a week generally is plenty of time in which to reply. (How long is long enough to wait? Another good question.)
Though... we do hold partial orders longer for international customers if we're waiting for a backordered item to come in... *and* if we've been in contact with the customer so they know what to expect.
I, too, would generally prefer to receive the fabric all in one length. And I would have thought that's also what most of our customers would want. But in the vast majority of cases where we've asked what the (international) customer prefers, they say that they'd rather have the less expensive flat-rate envelopes, and they tell us what lengths to cut the fabric according to how they plan to use it.
I would also have thought that our international customers would *always* want to fill up the envelope to capacity, but have found that customers in certain countries always keep it below a certain value, to avoid/lessen the fees.
Though... we do hold partial orders longer for international customers if we're waiting for a backordered item to come in... *and* if we've been in contact with the customer so they know what to expect.
I, too, would generally prefer to receive the fabric all in one length. And I would have thought that's also what most of our customers would want. But in the vast majority of cases where we've asked what the (international) customer prefers, they say that they'd rather have the less expensive flat-rate envelopes, and they tell us what lengths to cut the fabric according to how they plan to use it.
I would also have thought that our international customers would *always* want to fill up the envelope to capacity, but have found that customers in certain countries always keep it below a certain value, to avoid/lessen the fees.
It is amazzzzzzzzzzzzzing. It clearly states whatever needs to be stated and even gives a space for additional info from the buyer. Well, I HAD to place an order............you twisted my arm...hhmmmmm.....right? I HAD TO DO IT!!! I am overwhelmed in the most pleasant way with your selections for me to pick from. (I'm so delightfully exhausted!)
I did put a limit on for me and I will wait until next month or so to find more fabric ,of course. I find I like buying the fabrics more than I even like to quilt! I have to get people to sew for me! I just started making pillow cases and will be teaching my quilting class how to do that as well. Here's a secret.....making a pillow case uses up a nice bit of fabric so I CAN BUY MORE!!!
You are a VERY responsible, caring owner and it is a pleasure to deal with you. (NOW< please remove yourself from the computer and cut my fabric and send it to me so I can make pillow cases, use up lots of fabric and buy more!!!ONLY KIDDING about telling you to get off the computer! What do you think I am doing for half the morning already?) LOL
10-15-2010, 07:41 AM
#97
Super Member
Thread Starter
Join Date: May 2009
Location: Orchard Park, NY (near Buffalo, which is near Niagara Falls)
Posts: 3,884
Phyl,
Thank you so much for your kind words! And your order!
I'll tell the staff to get RIGHT TO WORK on it. We're moving you to the head of the pack.
I can't get away from the computer, though, right now I'm placing an online order with Benartex. We need more fabric!!
And we have IrishNY in the shop right now, she decided to swing by and see what our fabrics look like in person. (Hi, Irish!)
Thank you so much for your kind words! And your order!
I'll tell the staff to get RIGHT TO WORK on it. We're moving you to the head of the pack.
I can't get away from the computer, though, right now I'm placing an online order with Benartex. We need more fabric!!
And we have IrishNY in the shop right now, she decided to swing by and see what our fabrics look like in person. (Hi, Irish!)
10-15-2010, 08:18 AM
#98
Senior Member
Join Date: Jul 2010
Location: Kentucky
Posts: 611
You obviously care very much about your customers to even go through the trouble of emailing her to try and save her money.
BUT, I would be very upset if I had ordered 12 yards and it came in pieces, even if it was just 2. Imagine if it were someone posting on this board that they walked in Joanns and asked for 3 yards and were given two 1 and 1/2 yard pieces. We would all be saying, "no way".
Personally, I would have LOVED that you emailed me trying to save me money on shipping! That kind of personal service is very hard to find these days. But, if I hadn't responded, for whatever reason, I would rather you go ahead and sent it exactly like I ordered instead of making that decision for me, even though it really was a "better" decision.
Don't beat yourself up over though, you are obviously a very caring business owner and I would love to do business with you!
BUT, I would be very upset if I had ordered 12 yards and it came in pieces, even if it was just 2. Imagine if it were someone posting on this board that they walked in Joanns and asked for 3 yards and were given two 1 and 1/2 yard pieces. We would all be saying, "no way".
Personally, I would have LOVED that you emailed me trying to save me money on shipping! That kind of personal service is very hard to find these days. But, if I hadn't responded, for whatever reason, I would rather you go ahead and sent it exactly like I ordered instead of making that decision for me, even though it really was a "better" decision.
Don't beat yourself up over though, you are obviously a very caring business owner and I would love to do business with you!
10-15-2010, 08:46 AM
#99
Super Member
Join Date: Jun 2010
Location: Ohio, the land of 4 seasons. sometimes all in the same week!
Posts: 2,487
I feel the order should have been sent as a whole 12 yd pc. reasons:
1. you as a business can't ALWAYS choose options based solely on "what is cheaper". For yourself OR the customer.
2. Not everyone, myself included, checks email daily. I travel alot and don't worry about email until I return home and even then I consider it a "catch-up" task.
3. If I order something online I figure in the cost of delivery and my purchase according to my own budget.
1. you as a business can't ALWAYS choose options based solely on "what is cheaper". For yourself OR the customer.
2. Not everyone, myself included, checks email daily. I travel alot and don't worry about email until I return home and even then I consider it a "catch-up" task.
3. If I order something online I figure in the cost of delivery and my purchase according to my own budget.
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