Originally Posted by
ChrisP
Scooby
The OOS stock E-mail was sent correctly as the item was OOS when your order was processed, the item added to our re-order list. Our stocks were then replenished on the 23/08/06.
I would like to assure you that our online stock levels are accurate and do reflect real-time the saleable stock levels on our database internally. However, it is possible for stock levels to diminish quickly if there is a huge demand for the same product at any one time.
Our website shows “in stock” for an item which we have 5 saleable stock for, then 10 people order this product around the same time during the day. The orders all progress chronologically through our systems to the payment stage within a few hours, which is the stage where our database allocates stock or back order stock to invoices. The first 5 customers whose payment is successfully taken are allocated the 5 pieces of stock we have on the shelves and the other 5 would have stock allocated on a back order, in anticipation of new stock arriving in the building. These 5 customers would be emailed with a “delay notification” email later that evening, which will include a lead date for new stock to arrive in from our suppliers, which in this case new stock arrived 23/08/06
I would imagine that this type of scenario is the one which has caused the delay in your order. The stock indicators on the website are there purely as an indicator of what we have physically available at that moment in time. We give our customers correct information, to the highest degree of accuracy possible in such a fast paced and fluctuating environment where stock turnover during the day is massive. I would like to assure you that stock issues of this nature are rare although unfortunately a largely unavoidable hazard when dealing with such unpredictable sales demand. We base our stock levels internally on estimated turnover of stock but if this demand is higher than expected, then out of stock items can occur. However, as we have excellent and efficient connections with many suppliers and distributors across the UK and internationally, we are usually able to replenish our stock very quickly where needed. In this case clearly there has been some unexpected delay/issue which has prevented us from obtaining stock from the supplier for you and for that I apologise sincerely. We certainly do not wish to provide inaccurate stock information or cause disappointments for any of our customers.
For your future reference, we are in fact completing a massive building project to our warehouse at the moment, which will also encompass large improvements to our stock system. We are aware of the problems that large scale distribution has brought as we have grown hugely over the last few years, and we are now investing time, effort and money into making improvements in the necessary areas. This is mainly based on staff and customer feedback, using particular examples of stock problems to identify the areas for improvement.
I hope the information I have given to you is helpful and, of course I hope your faith has not been dented beyond repair we do not wish to lose you as a customer. Our growth and development over the past 16 years has been largely due to return business from long-standing customers.
I can now confirm your order has been completed and will be despatched today for delivery tomorrow and confirmation sent via E-mail if not already.
Regards
SCAN.care@HEXUS
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