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Customer service disappointment

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Customer service disappointment

Postby Cory on Tue Jun 01, 2010 4:13 pm

Living in Canada near the New York State border, I quite often will purchase items online and ship to a Parcel Service in New York to save shipping costs. I have learned to be specific regarding orders placed to avoid the unfortunate incident that took place today.

I ordered from Optics Planet "2" pairs of sunglasses and specificly stated in the comments section to ship "BOTH items together". The order shipped promptly with an email confirmation that BOTH items had shipped. I drove to Ogdensburg today to find that, in fact, only 1 item was included in the package. The other was coming from the manufacturer.

There was NO inquiry on their part about a split order and had both items not indicated shipped, I would have confirmed the arrival of both items before making the trip.

The first failure on their part was not meeting a customer’s specific request. If not able to ship the items together, an inquiry should have been made. The second was their attempt to resolve the issue with a $6.00 credit. My cost for having to use the Parcel Service a second time. I also have bridge toll expenses as well as the expense of a second trip. The savings are gone making the trip twice. In my opinion, indicating that both items had shipped was at the very least, deceptive.

I indicated that as a result of these failures on their part, shipping the item directly to me would resolve the issue. They were unwilling.

"We go the extra mile to ensure your complete satisfaction" is the satisfaction policy they advertise. I would have appreciated that. To allow this situation to proceed, I would have to go 90 miles more. I instead cancelled. And of course, a customer has been lost...
Cory
 

Re: Customer service disappointment

Postby triggerhappy on Thu Jun 03, 2010 3:25 pm

Hmmm......shipping to a US address and crossing the border back and forth........Nice Scam to avoid import/export fees and such.

Opticsplant may not have shipped them together like you asked but they did ship you everything on your order and did it pretty quickly too from the sounds of it. And they offered a credit for some of the cost of shipping because of not following your request, I think that's fair - why in the world should they cover your bridge toll expenses and mileage to help support your smuggling habit, you made the choice to have it shipped so far away.

You also said they were unwilling to ship to you directly...did they say why? If I had to guess, it's probably because the stuff you are getting isn't allowed to be exported. I've run into that too and it sucks, but there's normally a pretty good reason for it, like manufacturers supporting dealers in your country by not allowing other dealers to export to you for cheaper or maybe it's illegal (which I've run into with my orders at Opticsplant, some items just aren't allowed to be exported by the US Gov).

As to losing a customer, I think Opticsplant came out ahead on this one in losing you....
triggerhappy
 

Re: Customer service disappointment

Postby Cory on Sat Jun 05, 2010 3:40 pm

triggerhappy wrote:Hmmm......shipping to a US address and crossing the border back and forth........Nice Scam to avoid import/export fees and such.

The only fee avoided is the Brokerage Fee that the couriers (UPS/Fedex) charge for simply handling the sales tax on your behalf. I declare the item when crossing, pay the sales tax and away I go. Saving that fee, free shipping within the continental US as well as a cheaper priced product make the trip cost effective (199US vs 249CAD in this case).

Opticsplant may not have shipped them together like you asked but they did ship you everything on your order and did it pretty quickly too from the sounds of it. And they offered a credit for some of the cost of shipping because of not following your request, I think that's fair - why in the world should they cover your bridge toll expenses and mileage to help support your smuggling habit, you made the choice to have it shipped so far away.

"..may not have shipped together like you asked.." Um, a specific instruction not followed? This doesn't seem to contradict their gleeming customer service policy to you? I made this choice as indicated because it was cost effective to make the trip...ONCE!

You also said they were unwilling to ship to you directly...did they say why? If I had to guess, it's probably because the stuff you are getting isn't allowed to be exported. I've run into that too and it sucks, but there's normally a pretty good reason for it, like manufacturers supporting dealers in your country by not allowing other dealers to export to you for cheaper or maybe it's illegal (which I've run into with my orders at Opticsplant, some items just aren't allowed to be exported by the US Gov).

I ordered serengeti sunglasses for goodness sake...

As to losing a customer, I think Opticsplant came out ahead on this one in losing you....

No, the retailer that gets the order for the item that I refused from OP will be the one that comes out ahead.
Cory
 

Re: Customer service disappointment

Postby c1345 on Sat Jul 17, 2010 2:35 pm

Had to exchange a pair of sunglasses took them almost two months to process a $13.00 check for the difference
c1345
 

Re: Customer service disappointment

Postby charky on Sat Oct 30, 2010 8:48 am

Cory wrote:
triggerhappy wrote:Hmmm......shipping to a US address and crossing the border back and forth........Nice Scam to avoid import/export fees and such.

The only fee avoided is the Brokerage Fee that the couriers (UPS/Fedex) charge for simply handling the sales tax on your behalf. I declare the item when crossing, pay the sales tax and away I go. Saving that fee, free shipping within the continental US as well as a cheaper priced product make the trip cost effective (199US vs 249CAD in this case).

Opticsplant may not have shipped them together like you asked but they did ship you everything on your order and did it pretty quickly too from the sounds of it. And they offered a credit for some of the cost of shipping because of not following your request, I think that's fair - why in the world should they cover your bridge toll expenses and mileage to help support your smuggling habit, you made the choice to have it shipped so far away.

"..may not have shipped together like you asked.." Um, a specific instruction not followed? This doesn't seem to contradict their gleeming customer service policy to you? I made this choice as indicated because it was cost effective to make the trip...ONCE!

You also said they were unwilling to ship to you directly...did they say why? If I had to guess, it's probably because the stuff you are getting isn't allowed to be exported. I've run into that too and it sucks, but there's normally a pretty good reason for it, like manufacturers supporting dealers in your country by not allowing other dealers to export to you for cheaper or maybe it's illegal (which I've run into with my orders at Opticsplant, some items just aren't allowed to be exported by the US Gov).

I ordered serengeti sunglasses for goodness sake...

As to losing a customer, I think Opticsplant came out ahead on this one in losing you....

No, the retailer that gets the order for the item that I refused from OP will be the one that comes out ahead.


I agree with Cory. There's nothing wrong with what he's doing, and OpticsPlanet should have communicated better about how the items were to be shipped, especially since he wrote a special note about how he wanted the items to ship.

On a similar note regarding lack of communication, I recently ordered two pairs of Serengeti sunglasses. One shipped right away; the other was placed on "temporary hold" as they didn't have the item in stock. That was two weeks ago. I still don't have a projected date of shipment, nor have I heard back from them At All about the backordered item. Of course, if I look at the item on their website, it still says I can order it and does not state the item is currently backordered. :?: Why wouldn't they let you know of that at the time you place the order?

In general, their communication with customers is Not top notch. :(
charky