Do you find this annoying? (1 Viewer)

[skeeterbuck]

I recently placed an order with a dealer that has an online website. After several days without hearing back from the dealer, I contacted them to check the status of my order.
I was told that all four of the items that I ordered were not is stock and they were awaiting a shipment. I then asked them how long did they expect this to be and they said that they didn't know.

I have the feeling that if I would not have contacted them, I might have had to wait maybe several months (who knows) and still would have not heard back from them.

It really is disturbing to me that dealers that have websites with shopping carts so you can order online and they don't keep their sites updated with current "in stock" information. And if the items are not in stock, maybe a estimate on how long it may be before they are back in stock.

Anybody else have problems like this?

Am I being too picky to expect that they let you know what's going on with your order?

Chuck

 

[Spitfrnd]

I recently placed an order with a dealer that has an online website. After several days without hearing back from the dealer, I contacted them to check the status of my order.
I was told that all four of the items that I ordered were not is stock and they were awaiting a shipment. I then asked them how long did they expect this to be and they said that they didn't know.

I have the feeling that if I would not have contacted them, I might have had to wait maybe several months (who knows) and still would have not heard back from them.

It really is disturbing to me that dealers that have websites with shopping carts so you can order online and they don't keep their sites updated with current "in stock" information. And if the items are not in stock, maybe a estimate on how long it may be before they are back in stock.

Anybody else have problems like this?

Am I being too picky to expect that they let you know what's going on with your order?

Chuck

I am sorry for your trouble mate. No I think you are not being too picky at all. I certainly expect every one I deal with on the web to let me know my order status and the vast majority do that very well. Generally the ones that don't become a one or cancelled order experience.

 

[thebritfarmer]

I agree with you 100% Chuck, it is the least they could do. The other thing that bugs me about online shopping is when they can't be bothered to put up pictures of what they are selling.

 

[IXEC]

I recently placed an order with a dealer that has an online website. After several days without hearing back from the dealer, I contacted them to check the status of my order.
I was told that all four of the items that I ordered were not is stock and they were awaiting a shipment. I then asked them how long did they expect this to be and they said that they didn't know.

I have the feeling that if I would not have contacted them, I might have had to wait maybe several months (who knows) and still would have not heard back from them.

It really is disturbing to me that dealers that have websites with shopping carts so you can order online and they don't keep their sites updated with current "in stock" information. And if the items are not in stock, maybe a estimate on how long it may be before they are back in stock.

Anybody else have problems like this?

Am I being too picky to expect that they let you know what's going on with your order?

Chuck

Chuck, I know of two places that do his on a regular basis. I had the very same experiance you had when I placed a $945.00, order for items they said were in stock . After two weeks I called them and was told the same thing you were. I canceled the order and I had to wait two more weeks to get my money back only after Paypal put a freeze on their account and they NEVER got the items in stock.

 

[skeeterbuck]

I think that one of the "problems" is that Shannon and Pete here at the Treefrog Treasures have up spoiled. Their service is so good that I expect it from others and I guess that is just not the case.

It just goes to show you how huch effort they put in to do it right!

And I not saying this because it's their forum, I saying it because it's a fact and I'm sure many others here can attest to it also.

 

[marco55]

This happens to me too.MTS never has anything in stock it seems.I get what I order but it takes a while.It seems most of their stuff is on ebay.
Mark

 

[jazzeum]

At the risk of sounding like a homer, this never happens with Treefrog because Shannon always carries everything in inventory. Obviously you have huge inventory costs that way but she feels she must do this to provide proper service for her customers.

 

[Njja]

Sorry to hear about your problem, there are great dealers out there and very poor ones. I would avoid the one that caused this problem for you. With the popularity of many items you could easily miss an item you really wanted while you waited for an item you thought you had purchased.

I use several dealers which I have had a good relationship with for many years now. I get excellent service, and feel I am treated as a valued customer by each of them.

One of my dealers of choice is Treefrog, you always know what is available, their shipping and packing is 1st rate, and their customer service is excellent.

Don't waste another cent on a dealer that doesn't provide you good service.

 

[skeeterbuck]

The worst part about the whole experience is that thay never got back to me to tell me the items were out of stock. I know how it is to run a busisness and products sometimes go out of stock. But how about an email or phone call to let you know instead of just leaving you hanging. That's the thing that gets me steamed.

I wish that Treefrog carried this line. I always deal with them if they carry the items I want.

Maybe we could just make a list of the good dealers by way of members comments. That way by process of elimination we could weed out the less that ideal online dealers.

I would like to hear comments from the moderators in regards to this suggestion. What do you think?

 

[mikemiller1955]

I have never had that happen before, but that would annoy me.

I realize everybody can't just call long distance to make an order, (overseas, practicality, hours of operation, etc...), I mean,

I guess it could get expensive and the online forms are supposed to be for convenience.

The email order system should work better than that, there's no reason it can't. If it doesn't, it's the fault of the distributor.

When you place an order, I'm sure you would like a notification that it has been received and the status of availability and expected shipment.

I love the orders that are confirmed with emails containing shipment info and tracking numbers.

I like to sweat my order's delivery, lol.

It's not too much to ask for your business.

When it gets to the point that you have to follow up on online orders because of no email confirmation on if it's in stock and when it is coming.......................then maybe it's time to find someone that appreciates your business.

We got choices.

 

[lancer]

I am a dinosaur. I have never ordered anything on-line. Every purchase I have ever made is via phone where I talk to an actual person, (hopefully an owner or employee that knows whats up) and place an order that is confirmed immediately. If the product is not available, I find out then and there. No product, no money changes hands. Talking with people is the only way I will order and I don't see that changing. On-line ordering is just an invitation to be ignored, IMO. I know, but as I said, I'm a dinosaur. -- lancer

 

[mikemiller1955]

I am a dinosaur. I have never ordered anything on-line. Every purchase I have ever made is via phone where I talk to an actual person, (hopefully an owner or employee that knows whats up) and place an order that is confirmed immediately. If the product is not available, I find out then and there. No product, no money changes hands. Talking with people is the only way I will order and I don't see that changing. On-line ordering is just an invitation to be ignored, IMO. I know, but as I said, I'm a dinosaur. -- lancer

I'm the same way AL,

but if I ever had to deal overseas,

to avoid the phone charges,

I would rely and demand on email correspondence.

If they couldn't respond, it would be time for me to go elsewhere.

 

[lancer]

I'm the same way AL,

but if I ever had to deal overseas,

to avoid the phone charges,

I would rely and demand on email correspondence.

If they couldn't respond, it would be time for me to go elsewhere.

I used to order from the U.K. and Australia on a regular basis when I was collecting military books. Even then I always called to place the order by phone. It got expensive but no mistakes were made on any of my orders. It has been years since I ordered from overseas and maybe I would use e-mail nowadays. Still wouldn't order blind via computer, though. -- Al

 

[mikemiller1955]

I used to order from the U.K. and Australia on a regular basis when I was collecting military books. Even then I always called to place the order by phone. It got expensive but no mistakes were made on any of my orders. It has been years since I ordered from overseas and maybe I would use e-mail nowadays. Still wouldn't order blind via computer, though. -- Al

AGREED!

If you can't confirm my order, your availability and delivery with a reply, I'll find someone who can.

 

[Harrytheheid]

I think that one of the "problems" is that Shannon and Pete here at the Treefrog Treasures have up spoiled. Their service is so good that I expect it from others and I guess that is just not the case.

It just goes to show you how huch effort they put in to do it right!

And I not saying this because it's their forum, I saying it because it's a fact and I'm sure many others here can attest to it also.

Eeeeerrrr, yes.
Without in any way being sycophantic - and I assure fellow members - that is being written through gritted teeth - I'll attest that TF's customer service is second to none.
I had an order sent to Bangkok (December 2007, I think, can't really remember), and after 6 weeks or so it still hadn't turned up. When I contacted Mrs Reuss and moaned about the situation I was informed that TF would replace the order FREE OF CHARGE....!!!! Not an offer I would've expected.
Thankfully, the order turned up one week later - so TF ended up not being out of pocket and I was a very happy camper cos it was my first ever order of EoI figures - but it was a magnificent gesture of good faith all the same.

And before some Smart Alex responds that I should have just kept quiet about finally receiving my figures and accepted the repeat order for free - all I'll say to that stunning idea is; you obviously don't know me too well, not in real life anyway.

Rgds
H

 

[kogu]

I think that one of the "problems" is that Shannon and Pete here at the Treefrog Treasures have up spoiled. Their service is so good that I expect it from others and I guess that is just not the case.

It just goes to show you how huch effort they put in to do it right!

And I not saying this because it's their forum, I saying it because it's a fact and I'm sure many others here can attest to it also.

The above is absolutely true.
Although I would say that it is not "spoiling" us, but it is a 1st class customer service that any good company should provide. And it is very, very much appreciated.
There is nothing more annoying then browsing the internet for a particular hard to find item, then finding it at an online-store, placing an order and after a few days comes a message saying "Sorry, that item is no longer in stock".

That can only be topped by not even notifying the customer that the item is not longer available, like in your case.

Some fellow members here are prefering the ordering by phone. I did that in one case about 1 1/2 years ago. I called the shop and wanted to order 2 John Jenkins that were shown as available on their website. While on the phone I heard the "Sorry, I have to update our website, but these sets are out of stock".
O.K. I thought, "s..." happens, only to see the very same dealer putting the sets I requested on ebay 2 days later, among others and of course with a marked up price.

However, I bet there are many of us who can share their stories about this subject.

The customer service provided by the hosts here is as good as it gets, can't be beaten and I very much appreciate it !

 

[marco55]

Sierra,Troops of Time,March Through Times and Minuteman are class acts too.
Mark

 

[HistoryfortheAges]

I also, have experienced excellent service with TF. On 2 separate occasions, I had 2 damaged figures shipped to me. These were delicate figures and most likely were damaged in transit. TF replaced both figures promptly, paying for both the new and return shipping costs. Others that I have dealt with offering great service include; Sierra, March Through Time, Toy Troops, Old Toy Soldier Home, Toy Soldiers of San Diego and Old Toy Soldier Home.

 

[Harrytheheid]

George Guerriero of Minutemen also offers fantastic service.
Around the same time as I entered a TF order for my first few sets of East of India Ancient Greeks & Persians, November 2007 (?) – although I can’t remember exactly when, I put up an order with George for the two NMA DAK Tigers that are getting fairly rare now, some Britain’s figures and a few Del Prado’s.
This one appeared to never make it to Bangkok and I had given it up for good, reckoning that “Good Ol’ Light-Fingered Postman Pat” had been up to his usual party piece again.
Anyway, in October 2008, up pops an email from my favourite Italian/American TS Dealer telling me that I’d;

“Never guess in a 1000 years what landed on my doorstep this morning Mr Heid”. [unquote]
Yes, somehow that package had been sent from the States to Bangkok, then from Bangkok back to the States again (?????).
Anyway, I asked him to hold on to the Package for the time being and send it to Beijing once certain Britain’s Museum figures became available.

We finally picked up those NMA DAK Tigers and all the figures in March 2009 from my employers office while we were in Beijing attending Madame’s interview at the Brit Consulate.

Aye, being a miniature figurine collector based in China can be a bundle of laughs at times – but George came through for us. Three cheers for Minutemen;
Hip-Hip; ‘Ray
Hip-Hip; ‘Ray
Hip-Hip; ‘Ray

Shame I’m not really all that into tanks anymore.

Rgds
H

 

[damian]

Treefrog, K and C Uk are exceptionally good and I have ordered a number of things through them.
I must just say that the MTS (Michigan Toy Soldier) is also exceptionally good. I have never had a problem with them in over five years. Some lines (Conte) are just hard to get hold of I am afraid.