CSUSA shipping policy...

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Mapster

Mapster

Member
Joined
May 21, 2010
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505
Location
Orlando, Florida
"Venting about CSUSA shipping. When you go to their site it says if you order by 4 eastern standard time they ship the same day GUARANTEED. Well, I purposefully got everything together to order very quickly yesterday to place an order by 4. I need the order quickly and ordered at 3:48. Is this rediculous that it still hasn't shipped? Normally I wouldn't care, but this order is important and they shouldn't guarantee if they don't follow through"

I found out through CSUSA's awesome customer service that my order was shipped on time, and am working with them on communication. I guess I would like to say, that is one serious guarantee that they will definitely stand behind. I apologize for any inconveniences.

Marshall
 
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I order a lot from CSUSA and find their shipping to be one of the best out there. I have also found that if you have an emergency order, no matter who it is to, call it in and talk to a person.
 
Marshall, did you order on line or did you call the order in? If called in they have always told me it would ship that day if I called before 4 EST and I always asked just to make sure, if you ordered on line at 3:48 the order might have been sent and read after 4
 
Mapster said:
Venting about CSUSA shipping. When you go to their site it says if you order by 4 eastern standard time they ship the same day GUARANTEED. Well, I purposefully got everything together to order very quickly yesterday to place an order by 4. I need the order quickly and ordered at 3:48. Is this rediculous that it still hasn't shipped? Normally I wouldn't care, but this order is important and they shouldn't guarantee if they don't follow through
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Roy has a good point! Did you place the order online or over the phone? If you did place it by phone and it didn't ship yesterday then you have a beef and should call them BUT... (and this is my opinion) if you used the internet and ordered at 3:48 KNOWING about the 4:00 PM deadline then you really have no one to blame but yourself.

Personally I think their policy is OUTSTANDING considering that when it is 4 PM in Florida it's 7PM in Utah! That means they have committed a second shift just to make sure customers are satisfied!

I'm often curious when reading posts like this when someone is in such a rush where the difference between shipping yesterday or today is so critical. Did you use their expedited delivery options like overnight express or next day delivery?
 
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Texatdurango said:
Personally I think their policy is OUTSTANDING considering that when it is 4 PM in Florida it's 7PM in Utah! That means they have committed a second shift just to make sure customers are satisfied!
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They do tend to get orders packed and shipped quickly, but I'm not so sure about that time differential :wink:
 
4pm in Utah is 7pm in Florida isn't it? I agree George, I can just drive down but there is too darn much freeway construction going on.
 
Texatdurango said:
Personally I think their policy is OUTSTANDING considering that when it is 4 PM in Florida it's 7PM in Utah! That means they have committed a second shift just to make sure customers are satisfied!
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It IS a 2 or 3 hour differential, but in the other direction. When it's 4 PM in Fla, it's 1 or 2 PM in Utah, explaining HOW they can get it out by the time UPS arrives, late in the afternoon.
 
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Texatdurango said:
Personally I think their policy is OUTSTANDING considering that when it is 4 PM in Florida it's 7PM in Utah! That means they have committed a second shift just to make sure customers are satisfied!
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Not to be picky, but it would be 2 or 1 PM in Utah when it is 4 PM in Florida. I placed my order online, and now realize I technically should have placed it over the phone if I wanted it shipped as quickly as possible. I am just saying that they should put "for phone orders" on their ad if they only follow through with the phone orders. When you place on online order, you get an e-mail right after you place your order saying they received it. They know when you placed the order, so they should ship all online orders placed before 4 no matter what time they actually read the order...
 
Mapster said:
Texatdurango said:
Personally I think their policy is OUTSTANDING considering that when it is 4 PM in Florida it's 7PM in Utah! That means they have committed a second shift just to make sure customers are satisfied!
Click to expand...

Not to be picky, but it would be 2 or 1 PM in Utah when it is 4 PM in Florida. I placed my order online, and now realize I technically should have placed it over the phone if I wanted it shipped as quickly as possible. I am just saying that they should put "for phone orders" on their ad if they only follow through with the phone orders. When you place on online order, you get an e-mail right after you place your order saying they received it. They know when you placed the order, so they should ship all online orders placed before 4 no matter what time they actually read the order...
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Oops, I did get it backwards didn't I, but I still think it's a good policy.

What I find frustrating is doing something online like resetting a password then get the message... "an email is being sent with your new password" and it doesn't arrive for an hour! I never count on the internet for anything quick if there's a phone handy.
 
Yeah, I don't normally count on the internet for quick things either, but that is beside the point. I am just trying to make the point that they should back up their ad if they advertise something as being "guaranteed"... It is more of a matter of false advertising than me not getting my order on time. (have you ever been put on hold on the internet? Just throwing that out there...)
 
I never pay much attention to the ship today policy if it is shipped UPS as it is shipped by CSUSA. Standard UPS usually takes 5 business days from Utah. If I need my order ASAP I expect to pay more than standard shipping. I think you can call your order in and request priority mail, but I am not sure.
 
Shipping information from CSUSA site:

Will my package be shipped today?
99% of orders placed before 3:00 PM Mountain Time will be shipped the same day. However, due to the high volumes of orders, packages are not guaranteed to ship the same day, but will ship as soon as possible (This includes rush orders, which include FedEx 2nd Day and FedEx Overnight.) Orders placed on the weekend will not ship until the following Monday

http://www.woodturnerscatalog.com/store/util/shipping?Args=
 
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I never try to "force" an order. It is easier to explain to the client what is possible and what is not. However, I do give them the option of paying for overnight delivery.:eek: That is usually the end of the problem.:wink:
 
Fatdawg said:
Shipping information from CSUSA site:

Will my package be shipped today?
99% of orders placed before 3:00 PM Mountain Time will be shipped the same day. However, due to the high volumes of orders, packages are not guaranteed to ship the same day, but will ship as soon as possible (This includes rush orders, which include FedEx 2nd Day and FedEx Overnight.) Orders placed on the weekend will not ship until the following Monday

http://www.woodturnerscatalog.com/store/util/shipping?Args=
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This is true, and used to be their policy, and still is, but 3:00 PM Mountain time is 6:00 PM Eastern time, so the guarantee still overrides this because it is an earlier time. They should have a more info link that opens a page that says "guarantee for phoned orders, not guaranteed for online orders" It just bothers me when someone falsely advertises
 
Ben Williams, the VP of Operations at CSUSA, has asked me to post this response for him on this site.

We at Craft Supplies USA are proud of our fast and efficient warehouse. When orders are placed during business hours they are usually picked, verified, packed and waiting for the FedEX or US Mail truck within an hour. We are proud that we have shipped 100% of orders that come in before 4:00 Eastern Time the same day we received the order for the past 279 days. We are also working hard to reduce the shipping cost for our customers.
We recently had a policy change and we now do in fact guarantee that every order, whether placed online or over the phone, that comes in before 4:00 Eastern will ship the same day. The link provided by Fatdawg is outdated and needs to be updated (thanks for bringing it to our attention).

-Ben Williams


If you have any questions feel free to direct them my way and he or I will respond to you as quickly as possible.

Sam@CSUSA
 
Online

Actually their shipping is tough to beat, but using the computer rather than the telephone can and does slow things down. There are times when my service provider just does not send emails along very fast and they might have that problem too.
 
Just for curiousity's sake - how do you know it hasn't shipped? Do they provide shipping confirmation? Maybe it's shipped and you don't know?

I frankly don't know if they email as an order is shipped out or not - it's been a while since I've ordered any pen supplies...
 
Yeah, there is a shipping confirmation e-mail as well as on the order status in your account it changes to "shipped" or something of the sort. I am very glad Sam came on and noticed a problem and is taking care of it. As I said, I don't have problems with CSUSA, they are great, and it isn't the end of the world receiving the package a day late, it was just the ad that bugged me.

All is well, and the problem is solved
 
Here is a quick follow-up from Ben.


As stated, the order in question did indeed come to us via our website before the 4:00 Eastern (2:00 Mountain) cut off time. We processed the order and shipped it out yesterday (same day). I have sent Mapster an email trying to figure out where the breakdown in communication occurred that led him to believe his order did not ship yesterday. I have not yet heard back from him, but am eager to discuss this so that we may improve our customer service communication.

-Ben Williams
 
louisbry said:
I never pay much attention to the ship today policy if it is shipped UPS as it is shipped by CSUSA. Standard UPS usually takes 5 business days from Utah. If I need my order ASAP I expect to pay more than standard shipping. I think you can call your order in and request priority mail, but I am not sure.
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CSYSA offers USPS shipping and it is cheaper than UPS and faster.
I placed an order at 11:20 AM on the 2nd and it is here in town and out for delivery today.
 
Well, my greatest apologies, but they did ship my order yesterday. Who knows what is up with e-mail, but I received it saying my order was shipped. I would like to thank CSUSA for working with this to get it straightened out. Another example of their exceptional customer service!
 
I placed an order last week with Pen State, paid 2 dollars extra to ship the same day. I got off the phone and placed an order with CSUSA, did not pay extra 2 dollars to ship the same day.
Guess which package arrived a day ahead of the other package?
CSUSA !!!
Also, the PSI magazine states "order by phone" until 8:30 ET. I called the night before I placed the order one half hour before this time and got a machine! Whats up with that? If they want to advertise until 8:30 then answer your phone until 8:30!!!
One last thing, one of the blanks was a total POS. Nothing like it was described. Don't send me YOUR shrink!!!
 
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