Online Order Error

[JetCat USA]

I've tried several, several, did i mention several times to order a replacement PinPoint ORP probe and everything works great till i click 'Continue Checkout' and then the site locks up with the error posted below, i screen captured the error (blocked out my IP though). I've ordered I'd venture to guess 30 or 40 times in the past, even as recently as a week or two ago, is it that I've reached my maximum number of orders and I'm now forced to do business elsewhere??

 

[DFS/LA1]

JetCat USA,

Thank you for bringing this to our attention and I apologize for the inconvenience. It was determined that the error was connected to the coupon that was used. Our IT department has corrected this error. If you would like to place your order online it will go through with no problems or feel free to call one of our friendly agents and they would be happy to place this for you at 1-800-443-1160.

Thank you,

Jaimie A
Customer Service Manager

 

[JetCat USA]

Jaimie

the problem online continues, it's not fixed. i was finely able to get a call in just a few min ago to place the order but I'm not always able to call an order in so the online checkout is a big help.

thanks

 

[DFS/LA1]

JetCat USA,

I apologize as we thought it was the coupon code used and concentrated on fixing that error. At this time I'm not sure why the error is occurring. Please PM me your order information and I will have our IT department work on it right away.

Jaimie A
Customer Service Manger
LiveAquaria

 

[JetCat USA]

PMd you my billing and shipping info, i haven't received the confirmation email with the order number as of yet.

 

[JetCat USA]

still haven't gotten that email confrimation...............starting to get the impression the good Dr's don't like me anymore

 

[DFS/LA1]

JetCat USA,

Thank you for your patience and for PM'ing your information.

We will PM your order number to you shortly. You will receive your order in 4 to 7 business days. Your tracking number will be automatically sent to you once the order ships.

If there is anything else we can assist you with, please do not hesitate to ask.

Donna
Supervisors
Technical Support
Drs. Foster & Smith

 

[JetCat USA]

Jaimie/Donna/Joyce

Thanks for the reply and the very courteous phone call this morning but there is just one little peeve, the 'all orders shipped in 24 hrs' that hasn't been the case on a few of my orders (and this one).

i asked when i ordered and was told 'It will ship out today', when i didn't hear back from anyone in this post or the PM and still nothing in my email i called, the guy said 'It'll ship out tonight' which struck me as odd being it was 10pm at the time.

seams if the 24hr shipment isn't regular policy, you'd remove it from your magazine and other advertisements.

 

[dfs/la2]

JetCat USA,

We sincerely apologize your order did not ship within the 24 hours. At this time we have credited your customer file for your shipping and handling charges. This credit can be used toward your next purchase of live specimens or any pet supplies we offer. You should receive your order within 4-7 business days.

Thank you for your patience and for shopping with Drs. Foster & Smith for your pet supply needs. Please feel free to contact us with any further questions or concerns you may have.

Joyce F.
Technical Support
Drs. Foster & Smith

 

[JetCat USA]

Thanks Joyce but the credit isn't necessary, i have come to expect delays and while it is a bit irritating when someone tells you it's gonna go today but doesn't, it's all part of the hobby

 

[dfs/la2]

JetCat USA,

Thank you for your understanding regarding your shipment delay. Due to the delay regarding your order we are happy to have placed a credit to your customer file as compensation for any inconvenience this may have caused you.

We strive for 100% satisfaction and your concerns are very important to us.

Joyce F.
Technical Support
Drs. Foster & Smith

 

[JetCat USA]

as always I'm 100% satisfied with your customer service, that's why I'm not inconvenienced with the delay and do most all my orders from the good Dr's.

 

[JetCat USA]

Thanks Russ.

 

[dfs/la3]

JetCat USA,

I sincerely apologize for any inconveniences you have experienced with this order. I am glad I was able to speak with you about it. If there is anything additional that I may do to help please contact me personally for assistance.

Russ D.
Management Staff
Drs. Foster and Smith

 

[JetCat USA]

Hey Russ if you don't mind can you put it into my account to NOT use the FedEx Smart Post again? the tracking on there is pathetic to say the least.

thanks in advance.

 

[dfs/la2]

JetCat USA,

We have selected the shipping method of UPS only for all future orders shipping to you ground, per your request here and our phone conversation.

As mentioned whenever you choose to select one or two day air service, the air orders will be shipped via FedEx as they are our only air service provider.

If there are any additional questions or concerns you may have please feel free to contact us.

Donna
Supervisors
Technical Support
Drs. Foster & Smith

 

[JetCat USA]

Thanks Donna, have a great day.

 

[JetCat USA]

Just to show my appreciation for the time everyone on the management staff went through on my previous order, i placed another one a little bit ago and the online order went through without incident.

thanks guys and gals.

 

[DFS/LA1]

Thank you JetCat! We certainly appreciate your patience and understanding in this situation. Please let us know if we can be of further assistance.

Jaimie A
Customer Service Manager
LiveAquaria

 

[JetCat USA]

<a href=showthread.php?s=&postid=10557788#post10557788 target=_blank>Originally posted</a> by DFS/LA1
....... Please let us know if we can be of further assistance.

Would you believe this last order is taking the same delayed route i called around 2200hrs and at that time all the representative had on the order was it had been processed by the warehouse. as of now (0130hrs) still no email about it being shipped. i called just now and asked for Russ but they said he was out till the morning (could of swore he said he was night shift) but i was asked to hold for Judy. after a few min the line went dead....

have i been black flagged and put on a delayed shipping program or something???? it's been 23 hrs sense i placed the order and it doesn't look like it's going to be shipped any time soon either.