First order with Scan, delayed delivery usual?

[Aakron]

I hope Scan employees are enjoying their holidays because I'll be disappointed if this is the usual level of service.

Having lurked over these forums for the last few months deciding which parts to choose for my MATX build I noticed Scan for the first time who I hadn't considered before. They seemed competitive on price and offered the delivery deal so I've purchased some of parts from them.

Wednesday lunchtime I place the order and they're very prompt at taking my payment details but it seems by the evening they're not so keen to get the goods out the door. But nevermind I think, the cost saving will be worthwhile and they'll deal with it the next morning.

Am I wrong and the goods are really on the way? Well I haven't had any delivery confirmation, the email scan sent me directs tracking to a tracking page that doesn't appear to work. Logging into the scan account page neither can I see any further progress on my order.

Perhaps I should have chased it during the day, but I guess the "SCAN Best Retailer ... 4 Years on the Trot" gave me the pretence that I didn't need to.

So roll on the weekend and I doubt free delivery qualifies me for saturday so it will probably be a week before I get to start the build.

Incidentally the competitor who took the rest of my order on Wednesday had the goods in my hands less than 24 hours later.

If Scan put the same effort into their service as they've done creating their sleek website perhaps this post would a little different.

[Disturbedguy]

This isn't normal but these things do happen from time to time.

I ordered a new case friday and it was delivered when I expected it to be, what is the delivery date you were given and bare in mind, these dates are estimates.

[Aakron]

The estimated delivery date was 24 Jul 2008. I can understand but would still be disappointed if they couldn't ship the order between midday delivery and 5pm, what I can't is the fact that they don't appear to have shipped it on the 24th either, that means a full working day of taking everyone else's orders but not getting mine out the door.

[not_my_ip]

It does happened, and usually is delayed by one day. But you have to remember this is holiday time, so some staff might took time off, so less hands to pick up your order. Unless delay is because one of your item is out of stock

[Chris P]

Aakron

Please post the Invoice Number so I can check your order.

Best Regards

[Aakron]

Hi, noted that you replied at 9am, that's impressive to see, sorry I couldn't reply myself until lunchtime

I don't think I can PM due to the status of my account so the details are:

Invoice xxxxxxx
Date 23/07/2008 12:57:20

Thanks Chris if you can look into this.

[Carlh]

Aakron,

I have just emailed you an update.

Please note that the free delivery offer with Hexus is for standard carrige only, as Saturday has a premium this isnt included in the free carriage offer.

Hope this helps

[Aakron]

Thank you for the reply, it is nice to see that the customer service respond quickly to these forums but I am disappointed to find it takes 48hours to inform the customer that an item that was "in stock" is not available.

Had I been called Wednesday afternoon I'd have been happy to change the product and wouldn't have needed this thread. It would have been a nice act of goodwill to offer the saturday delivery but I appreciate that is something I expect elsewhere.

I'm afraid I had been planning on adding the sound card that has just come back into stock to my order, I'm considering taking that business elsewhere now.

[Chris P]

Aakron

I'm glad this has been resolved, and I can assure you your experience in this case is not a true reflection of the usual standard of service we offer.

We are looking into what went wrong as I can see no delay e-mail was sent yesterday, this is an isolated incident and thousands of updates are sent every day, so this anomaly is strange.

I hope this has not put you off ordering from SCAN in the future.

Best Regards

[Olly_K]

unfortunately...I am in the same boat:

I ordered over £300 worth of parts friday morning, and paid for a saturday delivery. Everything was in stock but got the dreaded delayed order email.

I realise that you are busy which is a good sign that business is good, and I may of had to re-jig my weekend around, but what really baffles me is that you give the option of Saturday delivery if you cannot keep up with demand ?

I have been in contact with customer service and they said they will refund the Sat delivery and also re-direct the consignment to my work address, so all should be well

Also in fairness I have only had the delayed order 3 times in roughly 20 orders, was just looking forward to a weekend building my PC !

[mrglue]

I know this doesn't help those of you with problems, but I would just like to add that I'm very impressed with the way Scan have kept me informed with regards to the 2-3 orders I have placed with them. Regular email updates as well as sms updates to let me know when payment have cleared, order packed, order dispatched etc. Ordered most of my parts for the new PC from Dabs.com this time due to price (after cashback) and the information flow from them was truly inferior (took me ages to find out how to track delivery with HDN and then there was little information). Waiting a new delivery on Wednesday so hopefully Scan keep up their good first impressions...