I'd hope that any reasonable person just understands that it isn't the fault of the retailer. You can be upset, but most people posting goods are snookered if theres a post strike.
Perhaps put a health warning on postal deliveries in future? He may be furious but if you did all you could, it's misdirected if it's at you.
Helen_A
Joined: 26 Jan 2005 Posts: 1548 Location: MK, Bucks.
Posted: Mon Jul 16, 07 10:24 am Post subject:
Did the customer pay for special delivery? Does your site promise delivery in a certain number of days, specifically in a less number than the distance selling regs? (28 days)
Other than that he doesn't actually have a leg to stand on and his argument (anyway) is with the postal service and the *original* site, not with you (unless specified date after which order not wanted etc.)
You've offered him a refund etc. which is loads more than you have to and an example of fantastic customer service
(I've got stuff that has been delayed by both strikes now, sigh, but luckily no one is muttering about it, yet, touch wood)
Helen_A
hedgewitch
Joined: 26 Nov 2005 Posts: 5834 Location: Daft wench GHQ
Posted: Mon Jul 16, 07 10:35 am Post subject:
Stacey wrote:
To be honest I think I've lost him as a customer as he's (understanably) furious
I don't think it is understandable to be furious at you. I think offering money back etc. was the best way of handling it, and I can see that the strike has upset his plans, but it's not your fault. We have a late payment from a client as a result of the strike (I do believe them as they always pay on time). This is annoying and affects our cashflow, which at times could be critical, but it's clearly not the fault of our client.
The trouble I've had with these strikes is I never hear about them until it's too late to arrange any alternative. Is this me not paying attention or is that a deliberate ploy to cause maximum disruption?
The trouble I've had with these strikes is I never hear about them until it's too late to arrange any alternative. Is this me not paying attention or is that a deliberate ploy to cause maximum disruption?
That's why I feel a bit daft. I thought I didn't know about the strike as I don't watch any news or read any papers but maybe it wasn't widely publicised?
Posted: Mon Jul 16, 07 11:00 am Post subject: Re: Customer hasn't received order in time due to postal str
Stacey wrote:
I've apologised and offered a refund of the item and the postage if he sends it back.
Anything else I should/could do?
I think you've done more than you should. Unless of course you were late sending it out.
It isn't your fault the post office failed to deliver it.
If it was a last minute order needed by a specific date - did they tell you that when they ordered? If not then I would not be so sympathetic as you have been. I would advise them to complain to the post office.
I would never rely on the post office delivery time-scales anyway.
I've changed my delivery to up to 28 days now and said if they need it for a certain date to contact me to discuss guaranteed delivery. It's all a learning curve innit
I promise to despatch it as soon as possible (usually, working days, within 24 hours except Wednesday), and state that once in the hands of Royal Mail it is the customers responsibility, with a guaranteed delivery option at cost.
I've only had one item not reach its destination, for which I sent a replacement & felt that I'd done more than I was obliged to, as I think you have already.
While I agree that its harsh to get upset at someone for late delivery due to a postal strike, I just want to check something regarding delivery.
When I've ebayed items, on one occasion they didn't arrive. I sent a replacement as soon as I could, no trouble that time. But what Rob said about once things are sold then its up to the customer and the mail... Is that right?
I was under the impression that a contract exists between the seller and the customer, and the sender and the postal service, but not the customer and the postal service? In other words, till the item is delivered, its the responsibility of the sender?
I think offering money back etc. was the best way of handling it, and I can see that the strike has upset his plans, but it's not your fault. We have a late payment from a client as a result of the strike (I do believe them as they always pay on time). This is annoying and affects our cashflow, which at times could be critical, but it's clearly not the fault of our client.
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