Ordered 2 days ago and still not shipped!

[asm495]

I placed an order before lunchtime on Tuesday with next day delivery. However, it was not shipped Tuesday and I received an email saying there were holdups in the warehouse. Now I wake up this morning to find that it didn't ship yesterday (Wednesday) either. Considering this order was placed expecting next day delivery I find this quite unacceptable.

Please can you look into this and let me know what compensation I can expect to receive for a 2 day (minimum) delay on a next day delivery. If I cannot receive this item by tomorrow (Friday) at the latest then I would like this ordered cancelled and I'll take my business elsewhere.

Thanks.

[Chris P]

I would like to extend my apologies for the delay in shipping your order. We understand the importance of prompt turnaround of orders and I would like to assure you the turnaround in this particular order is certainly not our standard. We do not actually guarantee next day service, although this is of course is service we aim at and largely achieve. The carriage you have paid on your order is a standard shipping service charge, mainly comprised of insurance for your parcel, and is not in fact a next day charge. We do aim to meet the Estimated Time of Arrival calculated at the point of ordering however, this really is subject to stock availability and fluctuating volume of sales. I can assure you the delay in your order was not intentional, nor was it for any other reason than stock distribution problems. Every customer we have is greatly valued and we do process orders with the utmost urgency and we have an automated email service to keep our customers informed of each stage of the ordering process.

I am writing to advise you that the following item is temporarily out of stock:

512MB Palit/XpertVision 8400 GS Super, Mem 800MHz GDDR2, GPU 450 MHz, Shader 900 MHz, 16 Cores

We are expecting our stock levels to be replenished in approx 2-3 days if you are able to wait. Alternatively, you can select one of the following options:

1. Choose an alternative. A refund/debit will be processed wherever necessary.
2. Cancellation and refund of the item in question.

Please contact me to advise at your earliest convenience. Whichever option you choose, please be assured that your order will then be despatched with the utmost urgency.

I appreciate the reasons why you have requested some form of compensatory refund. However, the fact remains that you have not paid for a guaranteed service - it is an estimate based on stock and of course you have already received free carriage so I cannot refund this to you. If course we aim to meet the Estimate and have the best of intentions of fulfilling it when we take your order. We set our cut-off points as realistically as we can, based on volumes and resources, which usually means that when we set out to calculate the ETA on your order we can be confident that we can meet it. However, sales can be very unpredictable and it is sometimes difficult to calculate how quickly the picking dept can get through the volumes we have. Due to the nature of the business we understand that it is very difficult for us to make guarantees for every order we accept. This is why we do not guarantee in the first place! The only service we have which we guarantee is a premium Saturday pre12pm delivery, which Citylink charge us extra for and we in turn charge our customers extra for. If any Saturday deliveries fail due to a delay or error by either Scan or Citylink, we always refund the extra paid for the premium, and sometimes more. This is because it is a guaranteed delivery service, and we understand that if we fail on a guarantee then we should compensate people for it.

Thankyou in advance for your patience and co-operation.

Best Regards

[asm495]

Please could you switch the graphics card to be this scan code item: LN26765 (512MB Gainward 8400GS, HDMI, Mem 700MHz GDDR2, GPU 567 MHz, Shader 900 MHz, 16 Cores)

Also, could you confirm that the shipping address is set to my invoice address rather than the one I selected originally (I called yesterday to change this)?

I presume I will receive this tomorrow now?

Thanks for the quick response.

[Chris P]

asm495

Not a problem, your order has been marked as urgent to be delivered tomorrow.

The change has been confirmed by e-mail to you.

Best Regards

[asm495]

Thanks for the speedy turn-around. Could you just confirm the first part of the postcode it is set to be delivered to please? Thanks.

[Chris P]

Rg42

[asm495]

Excellent, many thanks for that!