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Dudley Young

Dudley Young

Member
Joined
Feb 26, 2010
Messages
583
Location
Sebastian, Florida
My daughter ordered some blanks from some (unarmed) folks on this forum on the 19th of August and they debited her account on the 19th. She hasn't gotten her blanks as of today's mail. I'd say that is real lousy service. And they don't answer email inquiries. Lost our business.:mad::mad:
 
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Did you report this to any member of IAP management? I can understand your frustration with this situation. It does, however, leave the rest of wondering who they can trust and who they can't. There are a lot of fine vendors on the IAP. Saying, "I ordered a product from one of them and have never received it" or "the product I received from a vendor here was not as advertised" leaves the rest of us feeling like we are playing Russian Roulette when it comes to ordering. Maybe you did alert IAP management before posting. If not, please do so. Maybe they can help. I'd be happy to pass any info you PM to me on to them if you would like me to.
 
Dudley Young said:
My daughter ordered some blanks from some (unarmed) folks on this forum on the 19th of August and they debited her account on the 19th. She hasn't gotten her blanks as of today's mail. I'd say that is real lousy service. And they don't answer email inquiries. Lost our business.:mad::mad:
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Just remember, E-mail is not fool proof. I have had instances with some of my customers over the last few years where they sent me an e-mail and i replied but they never got my reply. I have also had instances where they sent me an e-mail that I did not get. In both situations, the e-mails have been found in spam folders.

When e-mail fails, pick up the phone! If a vendor does not have a phone listed on their website, then I personally am leery of doing business with them.
 
Not necessarily late

Yes, look to the phone. Actually while 15 days is a bit long, I have had deliveries occasionally take up to three weeks. Never been able to figure out why. I also had a package shipped to me that sat for two weeks in my local post office because someone set it aside when I had them hold my mail for a couple of days.
 
MesquiteMan said:
Dudley Young said:
My daughter ordered some blanks from some (unarmed) folks on this forum on the 19th of August and they debited her account on the 19th. She hasn't gotten her blanks as of today's mail. I'd say that is real lousy service. And they don't answer email inquiries. Lost our business.:mad::mad:
Click to expand...

Just remember, E-mail is not fool proof. I have had instances with some of my customers over the last few years where they sent me an e-mail and i replied but they never got my reply. I have also had instances where they sent me an e-mail that I did not get. In both situations, the e-mails have been found in spam folders.

When e-mail fails, pick up the phone! If a vendor does not have a phone listed on their website, then I personally am leery of doing business with them.
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OK, So I'll shut up.
 
You have every right to be irritated!!!!

We found her order last night, and it was shipped.

As I have said several times in the last few weeks, the Exotics site has had problems with our host. These problems have led to information (like a few orders) disappearing from our system. As far as email goes, it has been sporadic at best. I did find an email between you and I on 8-27 regarding finishing Merlin's Magic, but there was no reference to this matter.

So, now that we are on the new host, we went back over all the orders---even those marked as "shipped"--last night. We compared the PayPal records to our shipping records to be certain every PayPal had an accompanying shipping notice. There were a handful that did not. They all went out last night--I was able to identify your daughter, when you gave the PayPal date.

I don't doubt that you sent emails, but we did not receive any, other than the Merlin's Magic question. We are certainly not trying to blame you or your daughter for any of our problems.

But, we have tried to be pretty forthcoming in telling the IAP about the difficulties, so that we could handle any issues. A couple people have placed orders by phone when they became completely frustrated with our site.

So, all we can do at this point is tell you we wish that the past three weeks had not happened!!

However, I frequently tell folks, you can't change history, all we can do is strive not to repeat our errors.

That is our plan.
Hope this helps your daughter---she should see her order EARLY next week.
 
ed4copies said:
You have every right to be irritated!!!!

We found her order last night, and it was shipped.

As I have said several times in the last few weeks, the Exotics site has had problems with our host. These problems have led to information (like a few orders) disappearing from our system. As far as email goes, it has been sporadic at best. I did find an email between you and I on 8-27 regarding finishing Merlin's Magic, but there was no reference to this matter.

So, now that we are on the new host, we went back over all the orders---even those marked as "shipped"--last night. We compared the PayPal records to our shipping records to be certain every PayPal had an accompanying shipping notice. There were a handful that did not. They all went out last night--I was able to identify your daughter, when you gave the PayPal date.

I don't doubt that you sent emails, but we did not receive any, other than the Merlin's Magic question. We are certainly not trying to blame you or your daughter for any of our problems.

But, we have tried to be pretty forthcoming in telling the IAP about the difficulties, so that we could handle any issues. A couple people have placed orders by phone when they became completely frustrated with our site.

So, all we can do at this point is tell you we wish that the past three weeks had not happened!!

However, I frequently tell folks, you can't change history, all we can do is strive not to repeat our errors.

That is our plan.
Hope this helps your daughter---she should see her order EARLY next week.
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I understand Ed. I read about your plite last week, but I didn't put 2 & 2 togather and Linda is not an IAP member so she didn't know either. Glad you're getting things fixed up and I'm sorry I made more waves than Earl.:biggrin: Like I told Dawn, we love your blanks and hope to get more. Take care, Dudley
 
Thank you for your understanding!!!!

Things are still not completely fixed, so if anyone reading this has a problem with Exotics, PLEASE PM OR EMAIL Dawn or me FROM the IAP!!!

We don't want to "let anyone down"!!!
 
I just finish reading this thread and i love it. I think this is a situation we all can learn about.

1 - Some one needed to vent about a situation with a vendor (he did not name him)

2 - The moderator made a very smooth intervention about being carefull with blaming some one a e-mail not going thru

3 - The vendor recognise the situation as one if his and made a very clear and precise intervention, recognizing the trouble he had and not trying to evade it

4 - The OP admit that he did'nt have all the fact and accept the vendor explanation, understanding that it was not intentional or lack of service.

5 - The will leave happy everafter.


I love story with nice ending :)
 
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Alfred,

We understand one thing very well: Our customers keep us in business. They DESERVE our best efforts.

When we fall short, they have every right to expect an explanation and how we plan to avoid future problems.

I HOPE we will always earn your trust.

(The last few weeks have NOT been happy around here, but we WILL get back to normal---SOON!!)
 
Ed as sad as this may sound the last 3 weeks with Exotics issues are still better than some vendors best efforts!!!! Keep up the good work and you will keep having to expand!!! Not sure if that is a good thing or not!
 
snyiper said:
Ed as sad as this may sound the last 3 weeks with Exotics issues are still better than some vendors best efforts!!!! Keep up the good work and you will keep having to expand!!! Not sure if that is a good thing or not!
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I have to say... I have to agree with this... Ed & Dawn have FABULOUS attitudes and want every customer to be happy.

That being said.. This is a very good reminder - email is not perfect. I see this in my day job (in IT) as well as other places... Just because someone got a mail yesterday doesn't mean it got there today...

Spam filters change all the time, network issues and more can happen. And that doesn't count the mess your provider can do at times.
 
Not to pile on............BUT:wink:

I too think this is an example of a good resolution to a potentially sticky situation.

Irritated customer
Good, solid neutral advice from IAP moderator
More good advice from some other members
Vendor self recognizing problem
Vendor publicly explains problem and apologizes
Customer accepts apology and all is well. :smile:

To me, this shows class on both parties part, and level-headedness as well. But more importantly:

We are all members of the IAP, and there is a certain trust and camaraderie amongst us. That is synonymous with community, society, fellowship and or ASSOCIATION.

I think this thread really shows the better part of 'us.'
 
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