Poor Backorder Policy

[Randy Holmes-Farley]

I must say your backorder notification policy needs some work.

You didn't notify me when I ordered my items a week ago that any would be back ordered.

You didn't notify me when you confirmed my order by email that any items would be back ordered.

You didn't notify me when you sent the tracking numbers by email that any items would be back ordered.

Only after I finally receive the box, do I find a little note saying that some of the items are back ordered.

Well, now I have to wait again, despite having all of the other materials for a project. I could, and would, have ordered elsewhere had I known it would be back ordered.

But I guess forcing through the sale was more valuable than having a happy customer.

 

[dfs/la2]

Randy Holmes-Farley,

Thank you for your post. We apologize that part of your order was on back order. This item was not known to be out of stock until after your order was processed. We currently expect to have these Clear Bulkhead kits available on May 30th. However, the blue and black versions are in stock, and we would be happy to reship either of these to you via Overnight shipping at no additional charge if this would suit your needs. Please let us know how you would like to proceed via PM, by phone at 1-800-562-7169, or by email at customerservice@drsfostersmith.com.

Nate M.
LiveAquaria
Drs. Foster & Smith

 

[Randy Holmes-Farley]

No need to apologize for it being on backorder. What you do need to apologize for is not notifying me when you found it was out of stock, which you clearly knew at the very latest when you emailed me the tracking numbers. We would both be better of had you done that. I'll contact you by email.

 

[dfs/la2]

Randy Holmes-Farley,

Thank you for your reply. We sincerely apologize that you were not contacted regarding your back ordered item. It is normal practice at Drs. Foster and Smith to contact customers by phone to notify them of unavailable items before the order ships. Unfortunately this was missed with your order and we again apologize for the oversight and inconvenience. If we can be of further assistance, please do not hesitate to contact us.

Chris C.
Technical Support
Drs. Foster and Smith

 

[Randy Holmes-Farley]

OK, thanks for the apology.

 

[reefman13]

You know that one of your colleagues did sometime incorrectly or failed to do something for a customer, and all you say is sorry, come on guys, I know you are better than that...

 

[dfs/la2]

reefman13,

We sincerely apologize for the problems that were encountered in the order placed by Randy Holmes-Farley. Drs Foster and Smith accept full responsibility for the error that was made in regards to this order. A reshipment was offered to Randy Holmes-Farley for the same product in another color and shipped out air service to make up for any inconvenience.

Joyce F.
LiveAquaria
Drs. Foster & Smith