It is not standard practice for any company to allow adding on to orders once they are processed. It is virtually impossible to retrieve an order that is already being routed. I know that seems strange but in our case we have over 10,000 orders in the system at any one time, most of which have to leave our shipping facilities within 12 hours. If someone calls,( within minutes to hours ) of placing an order we attempt to work with them on the shipping fees and simply place another "ship for free" order into the system. If another order is place hours to days later then it is usually treated as a new order. It is also impossible to hold orders as they all need to be put into the system for the specified delivery date. To do differently creates errors and nondeliveries.
No real policies or procedures at our place ( I dislike those terms ) as we try and be as human as possible and work for our customers. With 210 customer service agents we let them make the decisions rather than work from a script. This creates some judgement calls which generally work well for the customer, but at times can be less than uniform.
I appreciate all of your comments and please feel free to contact us if we can be of help. You guys are the best !
Thank you, Race Foster
