Online Order Error

[JetCat USA]

also i can't check the status of my orders online, my online account seams to only have orders that i have shipped to my billing address, anything i have shipped directly to myself (such as these orders) aren't listed, i was told by the representative when i called that they were listed as two individual accounts because of the addresses........can you somehow merge those accounts??

 

[specsirl]

I'm not sure what you're trying to accomplish here Jet. In one post you're complaining about how aweful you think your order is going and then when DFS extends their wonderful service and actually gives you a credit to their account they're wonderful in your eyes and you love your customer service. Then you place another order and again less than 24 hours post ordering are complaining about it????

Is it your intention to complain about everything on a public forum so that you get your $$ back on this order again??

I'm sorry...but this is exactally how it seems to me...either that or you have a serious case of OCD when it comes to ordering online.

 

[JetCat USA]

well had you even bothered to read the thread you will see when i was offered a refund i declined. when Russ finely stepped in after my first order in this thread was delayed 3 days in getting shipped out he offered to ship the order overnight to me at no cost, again i declined and just asked that my order get shipped. i got calls from several of the above staff members assuring me the above was a rarity (and it has been in the past) that most orders are shipped in 24 hrs. as mentioned I've ordered many many times from them and this is the fist time that an order had been delayed for such an extended period of time for no apparent reason.

OCD?? maybe, when i give someone my word on something, i do it. why post in this forum? that's what it's here for, as a few of the above staff members can attest, i don't always have phone service availability, they've had trouble getting through to me as well.

 

[specsirl]

I did read your posts. I did see where they offered to credit your account. If you declined the ways that they offered to help remedy this then why are you posting up here complaining about it?

I realize that you may not always have telephone service available to you...but you obviously have internet service. Why not email them instead of bringing your complaint immediately to a public forum?

Heck in less than 24 hours they have done nothing wrong yet and....wait...you're still here complaining about them. Plus you yourself have mentioned that the staff told you that MOST orders...not all are shipped within 24 hours.

So I stand behind my original statements.

 

[JetCat USA]

<a href=showthread.php?s=&postid=10564845#post10564845 target=_blank>Originally posted</a> by specsirl
I did read your posts. I did see where they offered to credit your account. If you declined the ways that they offered to help remedy this then why are you posting up here complaining about it?

I'll type this slow so maybe you can understand, a credit to my account doesn't get the order shipped, i didn't want a credit, i wanted the order shipped. I'm not trying to get something for nothing, their offers of overnight shipping of another package after the first had finely been shipped would of been a needless expense on their side, i didn't see a need to have them pay to overnight something that had finely got shipped out and then have to pay shipping back to them on the item that got shipped (yes they offered a prepaid label to return the other one once it arrived) that's not a decline of help, it's my way of saving them 40 or 50 bucks on a delayed order. what's your problem with that?

I realize that you may not always have telephone service available to you...but you obviously have internet service. Why not email them instead of bringing your complaint immediately to a public forum?

that is what this forum is for, if i was trying to bring attention to them and bash their customer service, I'd of taken it to the 'Vendor Experience' forum, this is their forum, it's where they and customers have discussions of all sorts about their business, again what's your problem with that?

Heck in less than 24 hours they have done nothing wrong yet and....wait...you're still here complaining about them. Plus you yourself have mentioned that the staff told you that MOST orders...not all are shipped within 24 hours.

it's been over 24 hrs,( i guess you failed to read that too) and the order still hasn't shipped, their advertisement is all orders ship in 24 hrs, not most.

So I stand behind my original statements.

as do i behind mine that you are failing to read and comprehend what's been written here especially when it's of no concern to you. just tying to stir the pot it appears to me so a third time, what's your problem with it???

 

[DFS/LA1]

JetCatUSA,

I apologize as we did not ship your order out within 24 hours. Currently our company is working overtime as we are busier than expected. We are doing our best to get packages out and on their way to our valued customers. We are confident that you will receive your package within the guaranteed 4-7 business days. I will watch your order to make sure it is received in a timely manner. I checked into your Internet account and I will PM you the username and password that this order is under, in addition I will have your accounts merged. Please let me know how I can be of further assistance.

Jaimie A
Customer Service Manager
LiveAquaria

 

[JetCat USA]

Thanks Jaimie

 

[mhurley]

[flamealert]

 

[JetCat USA]

Sorry Mike

 

[E-A-G-L-E-S]

I can't believe they had anyone to answer phones at 1:30 a.m. !
That's amazing, the whole u.s. is asleep and they are there to help still at that ungodly hour on a weekday nonetheless!

 

[JetCat USA]

they are there 24/7, i place most of my orders late night

 

[MeuserReef]

Edit

 

[besl]

First off I have nothing but praise for DF&S - they are the best when it comes to pet supplies. I will be a loyal DF&S customer as long as their Customer Service policy and approach stays the same - outstanding!

I must chime in on this thread, however, regarding my order I placed on Sunday. Perhaps this is an issue on the Fedex side and not DFS, bu the Fedex tracking system first said it shipped Mon and I would get 2 shipments - one Thurs and one Sat - pretty darn fast - I was impressed. This thread made be go back and review it and now it says it didn't ship till Wed (rather than Mon) and the shipment that showed Thursday delivery now shows next week on Tues. It seems the dates should be more stable once Fedex posts them - anyone know why ship dates and arrival dates would change like this? Is this a DF&S or Fedex issue?

I would be intersted to understand this and I want to end on throwing another bouquet to DF&S for their outstanding Customer Service - great place to do business with!

 

[JetCat USA]

it's a FedEx 'SMART POST' issue most likely on your end. I've done allot of ordering from DFS and 99% of the time have no problems with any orders, my first order that brought this thread about was an IT and then later an in house delay. it did get shipped FedEx 'Smart Post' and it sat in Atlanta at a 'Sortation Center' for 23 hrs, Atlanta is a 3 hr drive from here and it left Atlanta last night at 0048hrs and is showing that it still won't be delivered till Saturday but as many times as that date has changed the past 48 hrs, who knows when it'll get here. that's why i requested all ground shipments on my account be UPS, and any expedite service is FedEx Express, the guys at FedEx Express do a great job, the FedEx Ground/Home/SMART Post are the old RPS folks and less then par when it comes to shipping.

 

[besl]

So what is a FedEx 'SMART POST'?

 

[JetCat USA]

FedEx picks up the package from DFS, they deliver it to your local post office and then the USPS delivers to you. it is said to be a much quicker and cheaper service, I've not noticed any lesser shipping charges and the delivery time seams to have doubled/tripled/even quadrupled in some cases. there are allot of posts popping up about this service, nobody is to happy with it, seams nobody falls into the 'Zone' that gets things faster with this service.

 

[dfs/la2]

Besl,

We apologize for any confusion with your order. Federal Express is responsible for changing the delivery dates. If you would like we can contact Federal Express and see why the date was changed. Please PM us with your customer information.

Luci Z.
Technical Support
Drs Foster & Smith

 

[besl]

Luci, no need to go to any trouble as I raised this more out of curiosity than anything. If it was a live order I would have a bigger issue, but as this is just dry goods it doesn't pose any problem to me. I am pleased to hear that the issue is not on the DF&S side and I just find it odd that Fedex posts dates and then reposts even changing their mind as to when they picked up the order - very strange to say the least, not to mention the lack of customer focus when they do this.

Luci, thanks again for getting back to me on this. When I have time I will post my story that has DF&S as my supplier of choice for everything aquatic - loyalty is a two way street - some vendors get it, some don't... DF&S gets it.

 

[JetCat USA]

<a href=showthread.php?s=&postid=10565083#post10565083 target=_blank>Originally posted</a> by DFS/LA1
JetCatUSA,

.............. in addition I will have your accounts merged.

Jaimie (or anyone)

for some reason the accounts never got merged and the order that was the origin of this thread (#18525143) seams to be missing, it's not on either of my accounts.

and so it would seam FedEx got lost between Atlanta and here
was supposed to be delivered today (and is still showing as such) but it didn't and it left Atlanta 3 days ago, Atlanta is a 3 hr drive from here so someone could of walked it here by now...

 

[dfs/la2]

JetCat USA,

Again, we apologize for the delay in receiving your package. For our ground shipments we guarantee delivery within seven business days, so it is likely that you will receive your package by Tuesday or Wednesday. If you would prefer, we would be happy to reship the order through FedEx 1-Day Air for Tuesday delivery at no additional charge, as well as send you a pre-paid return label to get the original package sent back to us. Please let us know how you would like to proceed with this.

In regards to your online account, viewing previous order history only applies to orders placed online while logged in. Any orders placed directly on our in-house systems do not appear for viewing online, as orders placed this way do not save to our web servers. This would include the order number you are inquiring about. We apologize for any confusion on this matter.

Mike S.
Tech Support
Drs. Foster and Smith