Dear Scan,
whilst I appreciate the free delivery offer, it is very frustrating to gradually expect orders to be delayed for dispatch.
I placed an order on Wednesday morning, and was quoted a Thursday delivery date. Due to an error on my behalf, payment did not authorise. I was pleasantly surprised to receive a text message explaining this. I phoned your CS team and was put through to accounts after a short wait. The payment was corrected on the phone and processed immediately
I receive an email stating it's being processed, but then see that the delivery date has slipped by one day to dispatch Thursday, delivery on Friday. No problem, I can just about live with that. With the bank holiday, you may have a bit of a backlog.
However, we're now Thursday evening, and still no sign of it being packaged and dispatched, so I'm fearing it will be delayed for a Friday dispatch meaning I lose another two days with the weekend.
I know many people complain about delayed orders due to stock issues, or being busy, but in all honesty, a huge retailer such as yourself with massive experience should be used to this and be able to manage it. Knowing Monday was a bank holiday, it would be prudent to suggest that dispatching orders may have to be pushed back by a day or two as you will know how much of a backlog you really have.
Had I initially been told when selecting the delivery date that I wouldn't get it neither Thursday (which was the available and hence chosen option) nor Friday but on Monday, I could have coped with that. But yet again, I feel the customer is being let down. And in turn, my customer (I'm buying the goods for someone else) is having to cope with the news.
Obviously you "do your best", but it would be far more acceptable to under-promise and over-deliver than vice versa...
I can only commend on your selection of products and very keen prices. It's such a shame that the processing times and dispatch can't match your level of performance in the other areas where you do very well.
Incidentally, I wonder if paying for the postage would be better as the free-delivery-hexites may have a slightly lower priority.
Thanks for the efforts guys, but a pity you fail to deliver again
Oh well, better luck next time I suppose.
edit: if of any use, order number is <REMOVED FOR SECURITY>