sunpole wrote:
To adorama, as a superstore just suck it up and make it right.. stop using evidences to your advantage and make the customer look stupid.
That is plain rude, not to mention not being inline with the facts. I think an apology is in order.
mpaul73 wrote:
I am very surprised that in all the years Adorama has been operating they would not know this. Surely this happens every year?
Actually, no. It isn't possible to predict exactly how many orders will require verification within any five-minute period or how much time each order will take to process.
On Sunday our 'phones were down for 2 hours - we didn't foresee that happening, but it happened!
The verification team members are dealing with customers who want to arrange UPS collection, customers who are requesting delivery to addresses at which their credit cards are not registered; calling up banks who may or may not answer their 'phones quickly; chasing customers who won't call back to assist with the verification process and so on.
veroman wrote: This year, Adorama screwed up your particular order, and Helen is looking into things. That about it, folks.
- Steve
Thank you, Steve. I misjudged you, and I apologize.
michael49 wrote:
If anything this has improved Adorama's image in my mind as it shows the effort that they go to in order to please one customer who has an issue.
Thank you; I'd like to be able to say that I don't have much else to do 'cos it's the only big mess-up we made over the Christmas period.
sunpole wrote:
I doubted by adding those accessories as part of the package would result in $6 additional shipping cost on top of $76! Most likely because they were shipped out seperately due to Adoramas' f up.
I have absolutely no idea how the computers are programmed to calculate shipping costs, but to state that anything is due to :
Adoramas' f up. indicates that you may have missed parts of this thread.
I will re-cap & summarize, then can we close this?
The OP placed an order at around 4pm (EST) for a unit with a certain SKU number plus an additional item. The sales agent he spoke to was able to guarantee that both items would ship out overnight because he could see that there was ample time for the OP's cc details to pass through the verification procedure which is carried out by individual mermbers of staff in a different department on a different floor of the building.
When the OP called back to change his order to a unit with a different SKU number, his original order had already passed through verification and was picked and packed and ready to go onto the truck for overnight shipping.
What the sales agent couldn't know, was that when the new order was placed all members working within the verification department were processing a spike in authorizations - many of which were for same day shipping (remembering that orders are coming in by 'phone, the website, and numerous affiliates).
From the records it looks as though the second order missed the UPS truck departure by 9 minutes.
sunpole wrote:
In my opinion, OP has every right to claim every dollar that is rightfully belonged to him. If I run a store like Adorama, given the situation I would refund him the entire shipping cost as a courtesey.
I don't disagree and a refund of the overnight shipping cost has already been processed.
Yakim Peled wrote:
That is plain rude, not to mention not being inline with the facts. I think an apology is in order.
163 posts....7pages could be wraped-up in one sentence
"The OP or others shouldnt take so much for granted,plan ahead if he ordered it just one day earlier...Just sayin
Everybody.... get over it. As was stated elsewhere on FM at least a hundred times, these customer-feels-cheated, anti-vendor posts have reached the point of absurdity. OP: Seriously, I don't care if you are refunded or not. I don't care if Helen gets to the bottom of this, or if someone promised you something and it arrived a day late due to credit checks, heavy snow, airport closings, late planning, change in the order, human error, Christmas.... whatever. If you can't personally handle a minor situation like this without "exposing it" on FM, then I can't imagine how you will react when something really serious happens. Peace to all.
Not taking sides here, but what I don't get is the hostility toward the OP. Sure, ordering weeks in advance is a much safer route, but if a store advertises next day delivery, then items ordered that way should be delivered that way. This thread has definitely run its course.
DynaSport wrote:
Not taking sides here, but what I don't get is the hostility toward the OP. Sure, ordering weeks in advance is a much safer route, but if a store advertises next day delivery, then items ordered that way should be delivered that way. This thread has definitely run its course.
sunpole wrote:
I disagree. It is not rude, it is plain real. Like I stated before - customer is never at fault.
In the end, Adorama did the right thing and I am happy OP at least got his refund for shipping.
But now it looks like I might lose my $270 Bing cash back because Adorama refunded the entire amount to my account and then took it out again minus the shipping. The cash back was the very reason I ordered from Adorama! Maybe I will have to return the camera and re-order it? Wouldn't that be fun!
mpaul73 wrote:
But now it looks like I might lose my $270 Bing cash back because Adorama refunded the entire amount to my account and then took it out again minus the shipping. The cash back was the very reason I ordered from Adorama! Maybe I will have to return the camera and re-order it? Wouldn't that be fun!
It looks to me that we only refunded you $36 shipping cost.........
I think that to be eligible for the cash back scheme from Bing you need to order via Bing - as the Bing search engine is part of the Microsoft strategy to increase traffic - and take business away from the Google search engine.
oster wrote:
It looks to me that we only refunded you $36 shipping cost.........
I think that to be eligible for the cash back scheme from Bing you need to order via Bing - as the Bing search engine is part of the Microsoft strategy to increase traffic - and take business away from the Google search engine.
Yep you are right. And I did order online through Bing.com.
mpaul73 wrote:
Yep you are right. And I did order online through Bing.com.
But then you cancelled that order and did a phone order if I am understanding the sequence of events. Sorry Mpaul I think you lost your $270 Bing.com rebate. You will need to return the camera and reorder through Bing.com. This is getting more bizarre by the moment my friend.
Miles42 wrote:
The whole point is the merchant failed to live up to their end of the bargain. That is the only real issue.
That isn't correct, actually.
I'll take you through it again:
The OP contacted an Adorama sales agent and asked the question: if he placed his order on line right away, would the agent be able to guarantee overnight delivery - the sales agent said yes.
The OP placed his order on line via Bing Cashback..
Subsequently, the OP 'phoned the sales agent, cancelled part of the online order (which had already been invoiced, picked and packed and was about to be loaded onto the trailer).
The OP placed a further order by telephone. He didn't ask the sales agent if he would be able to guarantee overnight delivery for the new order.
The item that was originally ordered on line, did arrive overnight as promised.
sunpole wrote:
I disagree. It is not rude, it is plain real. Like I stated before - customer is never at fault.
In the end, Adorama did the right thing and I am happy OP at least got his refund for shipping.
Rude relates to your phrasing, not to the content.
"customer is never at fault"? Not only that I disagree with this phrase in general but this particular case is an example of how the customer is at fault.
I have bought a number of items from both B&H and Adorama. In every case I have been very satisfied with the speed of the delivery. In this day of overnight shipping available across the country I feel that a lot of you are simply spoiled if you do not get immediate gratification. Human errors, weather problems, "whatever", appear to be completely irrelivent if you don't get what you want "right now"!
My 2 cents from one who is amazed at the speed at which one can have orders delivered now. And some still complain about "someone else's fault" about you not planning ahead more than one day!
