Sometimes I forget what a day off feels like; especially when I’m doing long shifts. But at least things are getting better now that the old manager has gone. Loved him as much as I did, he even admitted that he didn’t care about the company.
And while he had good reason to, it was hurting the rest of us that did care. Due to some bad mistakes in the past, such as putting items on Amazon that we didn’t actually have in stock yet, we’ve been suspended from selling anything due to late dispatch rates and such.
While this decision came from the top he should have voiced his opinion more. But alas you learn from your past mistakes and thrive in the future.
I’ve been given the task of opening an eBay account for our company to sell some of our items, did a trial run last week by selling just the one tent, it was bought the 28th, shipped the 29th and he received it today. That’s TWO days delivery time on free postage. It’s very rare anyone else accomplishes that considering it’s just a side project at the moment.
The customer that bought the tent was happy which made me happy. I said to my boss, the only way I’ll agree to handle an eBay account is if I’m in control of it. No putting stock on there that’s “due to come in”. Because as soon as we get a message that there’s a delay from the supplier, then you’ll end up with unhappy customers and that’ll get you a bad rating.
Now we’re getting stock in, things are starting to get better. I managed to complete all of my tasks and now have more time to focus on other things, such as eBay and possibly Play.com very soon. And buying things for myself (at a discounted rate of course).
One mistake that did happen last week was that two people ordered the same tent (completely opposite sides of England). FedEx delivered both orders to one customer, I shall call him “Dave”… As that’s his name. Dave phoned us and informed us of the mix up that he received someone elses order and we said we’d arrange to come and collect it and send it to the right person. Nice of him to be honest because he could have kept it and we’d have been non the wiser, we’d just claim the cost back from FedEx.
However then he decided he wanted to be compensated for his honesty as he could have quite easily have kept the tent. Are you serious? My manager agreed with him that he’d send out a £10 web voucher to use on his next purchase and one of my colleagues agreed with him to pick up the tent on Monday. Then he decided he wanted to be compensated further because he missed the delivery on the Monday, FedEx told him they’d pick it up Tuesday, never did then collected it Wednesday. He e-mailed us asking for something else, I decided to take over this situation as I hate people that think they can treat the company I work for like a door mat.
Here is an actual exchange of e-mails between myself and the customer.
Sent: 29 February 2012 17:08
To: customer services
Enquiry Type: Returns Enquiry
Message: The tent which was sent to me in error was collected today by FedEx.
After I phoned FedEx early this morning they could tell me when they were calling so I didnt have to wait in all day for them. I waited in yesterday as I thought the tent was being collected yesterday. I was frustrated when I was told by FedEx that it wasnt being collected until today.
I would like compensation for the inconvenience this has caused me. The tent wasnt even my tent. I understand that a £10 voucher is being sent but I dont feel this is enough. After all I did do the honest thing in returning this tent to you which is worth £350! Im very happy with the tent and accessories which I ordered from you recently, although I have since found out that if I had ordered it a month ago I could have saved £75!
I was going to order a storage cupboard from you for my tent. I was looking at the easycamp three shelf unit at £25. Could you send me one of these for my inconvience.
Please email me with your thoughts about this matter.
I wrote out an e-mail about my “thoughts about this matter” however I thought it best to wait until today as my e-mail was quite blunt in nature and my manager is a master at being empathetic. He asked me “why can’t we meet him half way?” I said we’re already sending out a £10 voucher, in my view that is half way. Mentioning that he could have saved £75 if he’d ordered the tent a month ago is pointless, you should have bought it a month ago then!
We had a great deal on selected tents last week, knocking a couple hundred pound off them and we sold a lot of them. Then the deal ends and you get the customers trying to convince you to do them a discount because they didn’t order one when they were cheap. To those people I say, “You should have ordered one last week if you wanted a discount, it stated when the deal ended and you decided to wait anyway.”
Anyway my reply:
Having spoken to FedEx I was informed that they attempted to pick the item up on the day (Monday) as agreed; however no one was in and they left a card to arrange another date to pick it up. While I appreciate your honesty for which we have given you a £10 voucher I cannot authorize any further compensation.
Can you confirm you were in all day Monday as agreed as I will need to feed this back to FedEx and confirm this was the case, however we’re not obliged to compensate for FedEx’s mistake.
Assistant Sales Manager
Then tonight I get this reply:
It appears there has been some confusion. It was NOT agreed that the tent would be collected on Monday 27th February. Your colleague said she tried to phone me last Friday (24th) to inform me that the tent would be collected on the 27th but she got no reply as I was at work. She did not leave a message on our answer machine or try again later. I was therefore out on Monday morning when FedEx first tried to call and they left a card to say they had called at 10.30am. I phoned FedEx to arrange another collection and they said it would be Tuesday 28th at the same time (10.30). I therefore waited in on Tuesday but the tent was not collected. I phoned FedEx at 12pm and they said their van driver was not given the job to collect the tent so it was clearly a mix up by FedEx. I was told the tent would be collected on Wednesday 29th between 11 and 12 which it was finally.
Therefore you can see my frustration and having lost my precious time off work I feel I need more compensation. It appears that being honest in returning this tent has caused me many problems which is a shame. I hope this explanation clarifies matters and although I appreciate you are not ‘obliged to compensate for FedEx,s mistake’ but they are working on behalf of your company. Especially as FedEx left my original tent on the door step clearly in view of the public! This is not a safe practice surely.
Please let me know your thoughts on this matter.
So considering I have tomorrow off, I confirmed with my colleague whether or not she had in fact spoken to the customer on Friday, she said she had. Even the manager was witness, this seriously pissed me off as not only was he now lying to get something for free, he was calling my workmate a liar. So I replied with this:
I was informed that my colleague had spoken to you on the Friday and that it was agreed. It’s not our practise to arrange a pick-up from a customer’s address without informing them first and confirming that it’s okay. And while I am certainly sorry to hear about the trouble you’ve had with this matter, your complaint needs to be directed at FedEx because while we do use their service to deliver our goods, we are not responsible for any mistakes they make.
And while I won’t be authorizing any further compensation, what I will do is forward your complaint on to FedEx customer services and hopefully they will contact you directly regarding this matter.
Assistant Sales Manager
So I shall have to wait until Saturday now to see his “thoughts” on the matter. In any case, he’s not getting anything else and if he continues I’ll make sure that he doesn’t get that voucher we originally agreed on. He’s being honest to be dishonest. Why should honesty cost ANYTHING? He should have told us about his order because that’s the right thing to do, not because he might get something out of it.
Not only that, it seems that there was a further mistake as the second customer that didn’t get his tent, actually did get his tent on time. He called us today saying he’d received a second tent from us when he’d already got his order last week. So if “Dave” didn’t tell us about it and kept it, no one would have been the wiser. However when the second customer was asked if it would be okay to return it, he was more than happy to oblige, he didn’t even hint at any form of compensation. He called us and informed us of this mistake because IT WAS THE RIGHT THING TO DO.
He didn’t blame us for FedEx’s mistake like the other guy did. It’s like if Royal Mail loses a package, do you then try to sue the Queen for theft?