I had a truly terrible online shopping experience this week, and I feel compelled to write this as a cautionary tale. I decided to buy a custom hat for myself, largely motivated by my son, who always raves about their inventory, telling me, “My Son buys his hats there. Great selection.” However, the “great selection” I saw online was completely misleading, resulting in my order being unexpectedly delayed for weeks due to an inventory error for the primary material. That is simply unacceptable when trying to make a custom purchase. I felt I had no choice but to immediately contact customer service to understand why their advertised selection translated into such a massive fulfillment failure.
Customer: I am extremely upset that my custom hat order has been delayed by three weeks because the website showed the material was in stock when it wasn’t.
CS Rep: I sincerely apologize for the confusion and frustration caused by the error in our online inventory system, especially for a custom order. In case you have any kind of questions with regards to exactly where in addition to tips on how to use oePPeo Shop, you are able to email us in our web-site. That is absolutely not the experience we want you to have.
Customer: It feels like a bait-and-switch. If you advertise a great selection, the stock needs to be accurate. What are you going to do to fix this? I needed this hat sooner.
CS Rep: I completely understand your frustration. To expedite this, I can offer you a complimentary upgrade to express shipping once the material arrives next week, and I will also apply a 15% discount to your final total for the inconvenience.
Customer: I appreciate the discount, but can you guarantee that the material
will
arrive next week, and that the express shipping will ensure it doesn’t get delayed again?
CS Rep: Yes, I can confirm the shipment tracking shows the material arriving Tuesday. I will personally monitor your order and ensure it is flagged for immediate priority handling and express shipping as soon as production can begin.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.
