This is me bitching. Why? It seems to be my only recourse, though this won’t affect anything, it’s what I’ll post in a forum where it will affect things. The first is a ticket I opened and was closed by the company. Notice how polite I am
Haredawg Drools
| 4/12/2016 5:37 PM
I’m a bit concerned that the referenced order has been stuck in San Diego for four days. I was wondering if you have, as the shipper, access to tracking the lack of movement? I realize it’s likely an impossible task, but, again, concerned, and I thought I’d ask in case it’s much longer or the postal service has misplaced the package
General Inquiries | 4/13/2016 8:28 AM
Hello Haredawg,
Your Tracking number REDACTED BY ME for your order number REDACTED shows us Your item arrived at our SAN DIEGO, CA 92110 origin facility on April 8, 2016 at 6:42 pm. The item is currently in transit to the destination.
This means that this is the last HUB your package was scanned at and is currently mobile to the next destination either it reaches you or the next HUB then you will see an update with USPS tracking.
Thank You,
Jason
Haredawg Drools | 4/14/2016 7:39 AM
Yes, thank you, I am familiar with how USPS tracking works. My concern is that typically a 3 day priority mail package doesn’t remain in a hub for six days without moving. I was hoping you might be privy to more detailed information as the shipper. I am a fan of your online store and a regular customer. If I were not, however, this sort of postal snafu would make me reconsider future purchases. I guess we sit on our hands at the pleasure of the postal service.
Haredawg Drools
General Inquiries | 4/14/2016 9:27 AM
Hello Haredawg,
Yes Its all in USPS hands for now to deliver your package, you have selected fee shipping method on average ive seen packages usually take 7-10 business days but no longer than 14 business days.
Thank You,
Jason
Here’s what I wrote this morning, copying the old ticket so it would make sense and creating a new ticket, because, well the old one is gone;
So I contacted USPS at 1-800-222-1811, a customer service they have for problems such as these. The ticket number is CA128071977. In both my experience and theirs (at least the experience of the rep I talked to) it is not common for a package to remain at a hub for the five days I first contacted y’all and certainly not for the twelve days since the package arrived. The phone call took me five minutes. It was a short and pleasant five minutes. It will get postal employees looking for the package. This is what I I sort of expected from you guys being the shipper of the item.
I’m not going to threaten to take my business elsewhere, it’d be a stupid threat anyhow, the barely 1000 grand gross I’ve spent with you in the past year or so isn’t even top ramen money net wise. I will, however, weigh in my mind whether further purchases from you are things I need in a reasonable amount of time and if I need customer service will I receive any. Also, it’s not your fault that the package is misplaced, delayed, lost or whatever might have happened. What disturbs me is a snarky indifference.
As a general rule of thumb and my own snarkiness, albeit a valuable lesson snarky only because you should know this. Never denigrate your own service and imply it’s the customers fault for choosing it. You said I choose free shipping and implied that’s why it’s taking so long. It’s a service you probably advertise as a deal for your customers, you really don’t want to imply it sucks. And, it doesn’t suck. Every other purchase I’ve made from you guys with free shipping has arrived within four days of creating a pre-shipment label.
You are the only person I’ve heard in the entire world suggest that vapor beasts free shipping is a lesser service. Even if it were true it’s a bad idea to tell customers that, it’s suggesting that you have full knowledge of an inferior service and offer it anyway without warning except after the fact.
Although you may no longer be reading this, what I originally wanted was you to contact USPS (Had I spent the two minutes to find the number earlier I would have given it to you). What I want now is to know what you’re going to do if the package is completely lost. Again I’m not threatening to take my business elsewhere and it’s a cheap threat anyhow, but I’ve received marginal customer service for a legitimate question. I expected better.
Haredawg Drools
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