bayden
Junior Pyro Member
Posts: 87
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Post by bayden on Jul 13, 2020 10:28:37 GMT -5
Am I the only one who is not a fan of being given substitutions for items on order without being asked about them?
Have one company in particular where two out of three times I have ordered from them they have substituted items of their choosing as what I ordered was out of stock and shipped out the order and I have only found out when I received the shipment that did not I receive what I expected.
am I out of line in expecting that the company should contact me to ask if subs are ok or say these items are out of stock is there something else you would prefer or even offer a refund for those items? Or is this a normal state of affairs?
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Post by Grisom on Jul 13, 2020 11:09:22 GMT -5
No that is one of my pet peeves. If I had wanted the substitution I would of ordered it.
Some companies will state on the website if an item is not available we will substitute something.
When we do order online we inform them substitutions are not permitted. If an item isn't in stock inform me . They want my business- they can abide by that .
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Post by pyrot on Jul 13, 2020 20:20:51 GMT -5
I have actually only ordered consumer product online once, and yes, there were a few substitutions. Luckily, they got ahold of me ahead of time to say that such and such product was not in stock, and they were going to substitute with an equal or greater value product, which they did. I was a little unhappy, as I had ordered 8 red mines and 8 blue mines, for a specific effect, and the blue was out of stock so I got 16 red. there were a few other substitutions, but they were all slightly greater value than what I ordered, and I could easily work them into my script, so it wasn't a big deal.
Now, if they hadn't bothered to let me know, and just went ahead and did the sub's, I most likely wouldn't be ordering from them again. Communication is key!!!!!
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Post by londonfan on Jul 14, 2020 5:43:46 GMT -5
Having worked in retail customer service for too many decades, shipping out unapproved substitutions without discussing it with the customer and getting approval, is just bad customer service. I think all of us spend a lot of time choosing exactly what we want for our shows.
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bayden
Junior Pyro Member
Posts: 87
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Post by bayden on Jul 14, 2020 5:46:26 GMT -5
I am happy to see that i am not completely out to lunch in my thoughts on this at least
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Post by Aussie on Jul 14, 2020 20:02:19 GMT -5
I have a rule to contact customers and give options
Never just substitute
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Post by londonfan on Jul 15, 2020 19:15:36 GMT -5
I am happy to see that i am not completely out to lunch in my thoughts on this at least I feel out to lunch most of the time. Good thing I like to eat! You are definitely not out to lunch here. you're simply expecting to receive what you ordered. A few years back I was contacted by a supplier about some substitutions. I trusted his advice, was not disappointed, and the price was so good I probably could have picked up the original choices elsewhere and still been very ok, buget-wise. That's a good substitute story.
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