I don't normally do this at all but I would like to get your opinion on an issue with a vendor.
Over thanksgiving I received an email from a vendor promoting their sale which included a free product if you place an order over $250. I knew I was planning on placing an order because I needed was out of some products I needed to make pens. When I added what I needed I was still short of the free gift so I added some more product so I could get the gift. I placed the order and did not think anything of it. I had it shipped to my in-laws as they were going to be coming dec 28 to Italy and could bring this order to me.
About a week later I received a confirmation email that my order was shipped with tracking and it showed that it was complete. I was excited to get things and did not revisit this in my mind at all because In my mind it was done.
On dec 25 I received an email stating that my order was not complete that it was missing $145 of product and they will issue a refund. All of the product that was missing were things that I needed not those I added to the order for the free gift. At this point I did not have time to find another vendor to place an order with so I could get things to my in-laws on time before they left. I was frustrated at this point which I think I should be.
When getting the order in hand they did not even include the free gift that they promoted. I just received the incomplete order including the things that I added that I did not need.
I contacted the vendor and they looked at other vendors that carried the product. I let them know that it was too late to place the order from them cause I would not receive it in time. They apologized for the inconvenience that I was experiencing and said that they did send a refund and made me feel like I should be excited about these things.
I was hoping for the vendor to say something like this, "We messed up. We are so sorry that this happened. This is not who we are and are about. Here is what we are going to do to make this right". But instead they said we are sorry you are being inconvenienced with this.
I would of expected the vendor to have contacted me right away about the problem before shipping an incomplete order.
I would of expected the vendor to ship the free gift.
I would of expected an apology stating that they screwed up. (No one is perfect and I know this)
Let me know what you would of done if you were the vendor.
Over thanksgiving I received an email from a vendor promoting their sale which included a free product if you place an order over $250. I knew I was planning on placing an order because I needed was out of some products I needed to make pens. When I added what I needed I was still short of the free gift so I added some more product so I could get the gift. I placed the order and did not think anything of it. I had it shipped to my in-laws as they were going to be coming dec 28 to Italy and could bring this order to me.
About a week later I received a confirmation email that my order was shipped with tracking and it showed that it was complete. I was excited to get things and did not revisit this in my mind at all because In my mind it was done.
On dec 25 I received an email stating that my order was not complete that it was missing $145 of product and they will issue a refund. All of the product that was missing were things that I needed not those I added to the order for the free gift. At this point I did not have time to find another vendor to place an order with so I could get things to my in-laws on time before they left. I was frustrated at this point which I think I should be.
When getting the order in hand they did not even include the free gift that they promoted. I just received the incomplete order including the things that I added that I did not need.
I contacted the vendor and they looked at other vendors that carried the product. I let them know that it was too late to place the order from them cause I would not receive it in time. They apologized for the inconvenience that I was experiencing and said that they did send a refund and made me feel like I should be excited about these things.
I was hoping for the vendor to say something like this, "We messed up. We are so sorry that this happened. This is not who we are and are about. Here is what we are going to do to make this right". But instead they said we are sorry you are being inconvenienced with this.
I would of expected the vendor to have contacted me right away about the problem before shipping an incomplete order.
I would of expected the vendor to ship the free gift.
I would of expected an apology stating that they screwed up. (No one is perfect and I know this)
Let me know what you would of done if you were the vendor.