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Thread: Delayed Order

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    Delayed Order

    ordered from them several times before but are very unreliable when it comes to delivery of items. e.g. ordered today, 29 October 2009, promised delivery for 30 October 2009 (took day off), informed at 830pm that problem with warehouse and order would not be sent out although item in stock. wasted a days holiday for nothing! this also happened to my previous order as well
    Last edited by Chris P; 30-10-2009 at 11:12 AM.

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    Delayed Order

    how ordering at 9am for next day delivery and getting an email saying

    Invoice Number: 00E1338189Account
    Thank you for your order from Scan. Please regard this email as a notification of delay in your order due to unexpected volumes in our warehouse. Please rest assured your custom is greatly valued and we will process your order with the utmost urgency. Your order has still been booked for a next working day delivery from the point of despatch and we will send further emails to confirm this.

    Took day off work to get this delivered as away for next week...this is the third time Scan has done this.

    Totally agree with other posters, Scan bangs on about customer service yet they can't stick to their next day delivery promise. Stick to ebuyer or similar retailers who stick to what they promise - next day delivery means next day.

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    Re: Unusual order delay

    Could you not have got it delivered to work?

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    Re: Unusual order delay

    unfortunately not...would have done this otherwise.

    i can except that places are busy but how hard is it to pick 2 items and get them dispatched within 12 hours...i did pay almost £11 for the privilige. but more to the point i wasnt advised until 830pm when there is nothing I can do about it. as mentioned above it has happened the last three times I have ordered from Scan.

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    Re: Unusual order delay

    Scan are often late with orders this time of year as they can't really keep up with the demand. In general if you really need something next day during this time of year
    Last edited by Chris P; 30-10-2009 at 10:35 AM.

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    Re: Unusual order delay

    thanks for letting me know, I will bear this in mind for the future!

    For anyone from Scan reading this, Scan need to manage customer expectations better...if they are having an exceptionally busy day fair enough but they should let customers know at the earliest opportunity. I would give them a lot more respect if they were to let me know what was going on rather than send me an email last thing at night. Instead, they have lost a sale and any future ones for that matter!

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    Re: Scan's failure to inform me... yet again

    the question is how many people take the time to post and say that they have been left down?

    anyone can quote statistics to justify their point. and it isn't an isolated case if you process 1000's of orders a day.

    here's one for you - I've lost over £200 in lost earnings by being in the 1.5% of customers you have left down. am i going to see that again? i dont think so.

    if the directors weren't so greedy, employed more staff then you might get 100% of orders sent out on time.

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    Re: Unusual order delay

    Quote Originally Posted by sammorris View Post
    Scan are often late with orders this time of year as they can't really keep up with the demand. In general if you really need something next day during this time of year
    Unfounded comments and untrue.

    It is true that we are busier during this time of year, which is of no surprise at all.... Compared to previous years we are coping better than ever, which is why I completely disagree with the term "often late with orders this time of year"

    Order's will inevitable be delayed but compared to the thousands of order we ship, problems are isolated. Our logistics show that we currently shipping up to % 98.57 of order's meeting the estimated delivery date provided when the order was placed and up to % 95.10 of order are Order Picked First Time.

    Our service is reliable...

    If anyone does experience an issue we have the Support system on-line, telephone support and this forum so any issues can be quickly and effectively resolved.

    Regards

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    Re: Unusual order delay

    I found what Sam has said to be true.

    here's my order number *edited*.

    give me a call and we can have a chat about it
    Last edited by Chris P; 30-10-2009 at 11:09 AM.

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    Re: Scan's failure to inform me... yet again

    Quote Originally Posted by ac82 View Post
    the question is how many people take the time to post and say that they have been left down?

    anyone can quote statistics to justify their point. and it isn't an isolated case if you process 1000's of orders a day.

    here's one for you - I've lost over £200 in lost earnings by being in the 1.5% of customers you have left down. am i going to see that again? i dont think so.

    if the directors weren't so greedy, employed more staff then you might get 100% of orders sent out on time.
    A lot more post with an issue than will take the time to post to say their order has been shipped on-time and our service is excellent....

    It's easier to complain than to praise !

    Every issue is important to us and every order delayed is a problem for us and the customer, we want to see the order's ship out the door as quickly as possible. The statistics show that we currently shipping up to % 98.57 of order's meeting the estimated delivery date provided when the order was placed, up to % 95.10 of order are Order Picked First Time.

    Coupled with the fact when an order is placed we provide an estimated delivery date, which is based on the volume of order's we have outstanding, the statistics show we get this pretty much right but inevitable order's are delayed.

    We aim to offer a good service at a good price, which isn't feasible to achieve by flooding our warehouse with staff, it's probably quite possible that we could employ an unlimited number of staff until %100 of order's are shipped out the same day, maybe we could open the warehouse 24 hrs a day and introduce a rota where we have pickers working all night but does anyone really think this is feasible from a Business point of view?, the costs would be immense and whilst we would still be offering a "good" service it certainly wouldn't be at a competitive price because of the spike in costs, which simply couldn't be absorbed.

    We have already invested heavily we are growing and we are more efficient than ever and going back to the "stats" I don't think we are doing too bad.

    Regards

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    Re: Scan's failure to inform me... yet again

    i wasn't talking about employing staff 24-7 that would be ridiculous.

    how many orders do you get a day? 5000? in which case maybe you fail to depatch (based on your 98.5% success rate) about 100 orders.

    it doesn't take a genius to work out that would take maybe 1 possibly 2 to members of staff to handle this.

    as I said in another post, if your serious about customer satisfaction, call me and we can discuss. my order number is *edited*.
    Last edited by Chris P; 30-10-2009 at 11:09 AM.

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    Re: Unusual order delay

    ac82

    Your posting in different threads, so maybe I have missed some of your posts ( Which I will move into 1 place shortly ), but no we don't ship 5000 order's per day.

    I am trying point out that order's are not "often" delayed... In your particular case your order was picked ready last night but did not ship because of warehouse volumes, precisely why we gave you an estimated delivery date, which is not guaranteed. This is the only explanation I can give to you face to face, on the phone or through the forum.

    I really am trying to help and explain why your order wasn't shipped and re-assure you these issues are isolated.

    You have already cancelled the order and a refund has been processed for you as requested.

    Best Regards

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    Re: Delayed Order

    do you recognise my point though Chris...employing a couple of extra people at peak times would eliminate this problem. I ordered at 930am...why did it take to 830 pm to tell me you couldnt deliver it?

    I am not trying to get at you or Scan but the financial consequences of this "isolated" incident are high. I have wasted a days holiday. and more to the point you havent called or posted to apologise for this. in my opinion, this is not good customer service.

    I would highly recommend that in the future, if you are having trouble with dispatching orders then contact customers to make them aware of this and they can make alternative arrangements. you will just keep losing customers if you don't.

    Just for other readers to be aware, other firms do guarantee next day delivery and don't try and weasel their way out through loose wording in their Terms and Conditions.

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    Re: Delayed Order

    ac82

    Employing more staff simply isn't the answer dude..without getting into the " nitty, gritty" you will just have to trust me...

    Our service is good at a fair price, we would rather operate a next day service at a fair price rather than a 2-3 day service at the same cost.

    We understand the importance of timely deliveries and the problem that can be caused if deliveries dates fail, we understand this when deliveries fail from our Suppliers because we don't receive the stock we need to sell out to our customer's. We are not weaselling our way out of anything here - We provided you with a clear ESTIMATED delivery date, BEFORE the order was confirmed and paid for, we then follow this up with the confirmation E-mails sent to you, which on every e-mail again give you the ESTIMATED delivery date. We also sent a confirmation e-mail of the delay to your order...

    None of this is hidden in the Terms and Conditions it's sent directly to you to understand and accept before you place the order and re-confirmed after you have placed the order so please don't attempt to sensationalise the issue here. I have posted the "stats" you requested you still seem to think we have a problem with dispatching order's, we don't simply hire more staff when an order is delayed, we have and continue to improve what we already have, which makes us more efficient. We will never and no e-tailer will ever be able to ship %100 of order's every day.

    I am sorry your order was delayed we take no advantage from a delayed order, we have been as open as possible with the original ESTIMATED delivery date and then with the order delay, you have unfortunately cancelled your order, which has been processed as requested.

    Regards

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    Re: Delayed Order

    Chris,

    Thanks for you reply.

    Just a couple of things...

    1. Estimates are all well and good but people need to plan to be at home (or work) to sign for items. If you believe as I did that 98.5% of orders are sent out then you would assume that it will be delivered on the estimated delivery day. In the case of my order I was informed at 830 pm that it would not be despatched - there was nothing I could do to change my arrangements. I am sure I am not in the minority here when I say that it is too late in the day to do anything about. As suggested, if you are experiencing problems let the customers know as early as possible. If you had done, I wouldn't be on here posting now.
    2. I ordered at 930am in the morning. All I would like to know is how you prioritise orders? Is it by numbers of previous orders or amount spent? I would hazard a guess that a large number of customers ordered after this time and still got there orders today.
    3. Why did it take 9 hrs for my order to be picked and then a futher 2 hours before I was notified it wouldnt be sent out? Surely you would have know at 6pm that it wasnt going to get dispatched.

    As much as it seems that I am bitter at having to spend the day at home for no good reason I would like Scan to become a better company...in my experience (and Chris this isnt the first time problems have happened for me) it still has a long way to go.

    The competition may not have the huge selection Scan has but they have never let me down on deliveries. Please Scan, improve your delivery service.

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    Re: Delayed Order

    ac82

    We don't prioritise order's based on the value of the order.

    But you weren't aware of the stats before you placed the order and at the end of the day an estimate is an estimate an estimate.

    I can though appreciate why it isn't too great if the order was placed in the morning and didn't ship out that day and is something I will pass onto the Directors for you to look into and resolve.

    Regards

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