She then emailed customer service.Įven though the retailer’s customer service department advised a 24 hour turnaround for a response, no information was received for days. She immediately went to the Contact Us page on the retailer’s website and it stated that, due to overwhelming demand on the site, customers should please email, rather than call, the department, and there would be quick response to her query. A change had been requested by the retailer but denied by the shipper. Two days after ordering, and not having received her purchase, she checked her confirmation email and discovered via the tracking number that the shipment was actually scheduled for regular ground delivery, not the expedited delivery that was promised.
Promotional overkill for free#
The special promotion from this retailer called for free two day shipment to be delivered before Christmas, instead of the usually much longer time frame for receiving the purchase (after Christmas). To get my point across, I’ll keep in context with the holiday online purchasing theme (something we can all relate to & perhaps, are just getting over)! … A customer ordered two pairs of jeans online from a specialty retailer during the pre-Christmas promotional period. So, in some instances, their response to service glitches has been what might be described as over-response. At the same time, online retailers are faced with increasing competition, and gold-standard service from companies like Zappos and Amazon. We know the recent holiday season had seen record online purchasing, with the major delivery carriers struggling to maintain shipment scheduling normalcy.
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