Someone else's marketing/customer policies...........

[Gino]

Here’s one open for discussion as to what is right or what is fair or whatever ??Two weeks ago, we placed an order for multiple products to go into a job. While placing the order, the girl was skimming through the files on the computer and telling me how much stock of this and that they had.

In all, I asked for 6 different products. All in various quantities. I asked for 800 pieces of one kind of track and 1,200 for another kind. I was told everything I ordered was in stock and would ship out the next day and take a few days to get to us. Okay.

The stuff came and I noticed a back order of some 300 or 400 for the 1,200 portion. I called them and asked why I wasn’t told about this and she said, the warehouse and the computers don’t always agree. Whada ?? Okay, so when will the rest of the stuff be here. Oh, we’ll be shipping out in two days. Do you want that to come normal or do you want a sped up version ?? Ahhh……. Why do I have to pay for your mess-up ?? I’m not getting it on time and you expect me to pay for it. Oh no, you’re right, we’ll pick up the freight. Thanks for your business.

Well, another day goes by and Kasey comes to me and says…. we’re almost out of ‘J’ track [this was the one for 800 pieces]. I called them to see what happened this time. She had me look at my packing slip and indeed, I misread a 3 for an 8. They only had 300 in stock, so that’s all they shipped me… and showed no B/O for this one. So, here we go again. Why didn’t you mark it correctly ?? Because we only had 300 in stock. Alright, but you didn’t handle the other one that way. I NEED the other 500 pieces and within a week and you’re paying the freight. Oh no we‘re not. We paid on the last one. I said… what ?? Do you make money on the freight or something ?? This is totally your fault and……. well, we’re not gonna pay any more freight. If you want it, you’re paying it. Okay, send it to me.

This order came to around $18,000.00 and they’re gonna b!tch about a $75 freight tab ?? I see some changes in the very near future. My total freight was around $400 and that was to include everything from the beginning, which she quoted me.

So other than venting…. was I being unfair…… or do you let your suppliers screw you and then make you pay for their screw ups ??

for listening........... Gino

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[SD&F]

Gino,
This happens occasionally with us. If it is someone I buy from weekly, I make them pay. Sometimes they drop ship and I complain about the shipping and they take it off. I don't let my regular suppliers do that to me. If I need it and they screwed up, I deal with it and then call back and deal with president or someone who has the authority to see my volume and make the call. I have been known to rant, but like you I don't like being charged for someone else's screw ups.

 

[CanuckSigns]

Whenever this happens to us, I always insist that they pay the freight, i'm happy to pay it for the initial shipment, but if you need to send multiple shipments to fulfill my order because you don't have enough stock, that's not my problem.

 

[royster13]

Always followup a verbal PO with an email or fax to who you were talking with......

 

[AnotherSignManiac]

your correct we deal with it the same way, if someone messes up our order it is on their dime to get it to me in a timely matter.

 

[Techman]

do they charge for the ACtual freight costs or do they add on handling charges?

If its actual costs then maybe its a different story.

But, this crap about yes we have it and then you only get half is just about the last straw. With today's computer systems there is no need for this delay posting crap..

I ditched 2 suppliers for that. One called and asked why. At least they found had an interest. The other never has called.

 

[ddarlak]

my cousin works there, i told him next time an order comes in for gino to mess with him a bit....

 

[Kentucky Wraps]

It's a pretty fundamental principle in life...not just in business. People should pay for their mistakes...PERIOD. I'd make sure they understand that principle.

 

[Typestries]

Well, if you placed an $18k order with me, I'd cover that $75 in freight whether or not it was you or us that screwed up. Really, $75 on $18k. WTF are people thinking?

 

[SD&F]

People don't think, that is why we have these issues. TOOOO any idiots who can't make a simple clear cut decision because they are afraid and have NO COMMON SENSE.

 

[jkdbjj]

Gino with those size orders, maybe you need someone on staff part time trained to handle shipping and receiving and not bother you about it.
To your point though, you were right and they wrong. I would have pushed the issue probably and insisted they pay for it, probably asked for someone in charge.

 

[showcase 66]

I just got in an order I placed on Friday while I was down in Phoenix. I was at the vendors warehouse and was shown around. I needed some tape and some other things. While Walking through the warehouse, I showed them what I wanted and the one guy grabbed everything while I was there so first thing Monday the tape would be cut down and ready to ship out. Didnt have the room to bring it back otherwise I would have.

Anyway, Order just arrived and the tape is wrong. They sent 4075 but not the 4075 RLA which they had already taken down. I looked at the invoice attatched to my packages and on there it has the RLA Tape. Also the prices were not what they were on Friday either. I got Black, White, Red, Brown, and Azure in 24" x 50yd Oracal 651 which was $90 ea for black and white and $97.50 ea for the others. Invoice has $112 for Black and White and $127 for the others.

$30 fricken dollars more than what I was given on the statement when I ordered.

Called in to complain and said it was a mistake on the price and wrong tape and was told that it was the tape I picked, which it wasnt and they never gave me a better price on the vinyl.

Finally the guy I normally talked to got back and he said they would resend me the right tape. He thinks someone put what they got down on friday away and grabbed the wrong one.

Now what really pisses me off. He wants me to pay for the new 2 rolls of tape now and will give me credit for the wrong tape after they get it back as well as the over pay of the vinyl. Basically he wants to give me a $430 credit for future orders.

F that. I want my money back. I told him that this may be the last time I order from them, and what good would a credit be if I dont.

Sucks.

 

[FireSprint.com]

They told you it was in stock. She should have checked. Their fault.

Now if they told you they were not in stock in the first place, I think anything would be fair including making you pay the freight - if it was discussed before you place the order.

It has everything to do with communication and nothing else. They communicated poorly, they should fix it.