Originally posted by Gransee on 8-21-07 HERE.
Hey guys, I have a question for you. For awhile we have offered fedex overnight as an option for US customers. It doesn't get used often, but usually when it does, the customer complains that the product didn't arrive the next day. I can understand why. They probably didn't read the text on the order page that says we try to ship out each order within 3 business days and assume that overnight shipping means we will get their order to the carrier that same day.
I copied the 3 day notice to 2 more places on our website. maybe it will get read more now. I would rather continue to offer the overnight shipping option. But if we continue to get complaints, it might be easier to just remove the option.
I would say the problem is a combination of our busy lifestyle, too much stuff that requires reading to do a simple task, that fact we are a small company and don't have the staff (or sometimes the stock) to ship orders same day (even then we would have to add a note about cut off times, etc), offering a shipping option that seems to imply next day delivery from order button pressed, etc.
For most people in the US, the best value is the fedex express saver. this gets to most US addresses in about 2 days from when we ship. Sometimes, we can ship the same day and they get the order the next day using express saver and then they come on the CPF and tell everyone they got the order within 24hrs of order submitted and then the next day we ship an order that arrives in 4 days and the customer is dissapointed.
what do you think?
peter
Hey guys, I have a question for you. For awhile we have offered fedex overnight as an option for US customers. It doesn't get used often, but usually when it does, the customer complains that the product didn't arrive the next day. I can understand why. They probably didn't read the text on the order page that says we try to ship out each order within 3 business days and assume that overnight shipping means we will get their order to the carrier that same day.
I copied the 3 day notice to 2 more places on our website. maybe it will get read more now. I would rather continue to offer the overnight shipping option. But if we continue to get complaints, it might be easier to just remove the option.
I would say the problem is a combination of our busy lifestyle, too much stuff that requires reading to do a simple task, that fact we are a small company and don't have the staff (or sometimes the stock) to ship orders same day (even then we would have to add a note about cut off times, etc), offering a shipping option that seems to imply next day delivery from order button pressed, etc.
For most people in the US, the best value is the fedex express saver. this gets to most US addresses in about 2 days from when we ship. Sometimes, we can ship the same day and they get the order the next day using express saver and then they come on the CPF and tell everyone they got the order within 24hrs of order submitted and then the next day we ship an order that arrives in 4 days and the customer is dissapointed.
what do you think?
peter
