customer fail

Customer: I placed 2 orders on the same day last week, and only one of them came in.


Me: We combined both orders into a single package and removed the shipping cost on one order to save you money.


Customer: I wish you guys would have informed me of that. I threw away the package after removing just the dome light. The other leds have apparently been thrown away now.


*** EPIC FAIL ***

Understandable mistake.

So are you going to reship his other order? Or is he SOL?

That customer needs to get a brain.

Open package fully there buster...

coolbam wrote:

That customer needs to get a brain. Open package fully there buster...

I'm going to put something small in a package and send it to you with another small thing in it and not tell you it's there.

I love when stories like this are told, people come out of the woodwork to insult this guy who made a simple mistake.

Maybe he reached in the envelope pulled out his dome light, ran to his driveway with excitement to install it, tossing the package in the trash to the side.

Alright maybe that is the case but I just always check my packages fully.

Maybe a side note in the package would have avoided this.

I could see myself doing this, its funny though.

Moss wrote:

Understandable mistake.

Yes it is completely understandable,someone should of told the customer they were being combined. Phil,it's probably not the best idea to rag on your customer for a simple mistake. What if the customer happens to see this thread? I doubt they would continue to make any future purchases from you.

I am not sure this is understandable.

I have not ordered from oznium in awhile, but the last time I did it came with a packing slip.

First thing I would have done is noticed the packing slipped contained more then 1 item, and kept looking. Maybe some people just toss those aside, but I like to keep them as a receipt and to verify they shipped what I ordered.....

Golfer wrote:

I am not sure this is understandable. I have not ordered from oznium in awhile, but the last time I did it came with a packing slip. First thing I would have done is noticed the packing slipped contained more then 1 item, and kept looking. Maybe some people just toss those aside, but I like to keep them as a receipt and to verify they shipped what I ordered.....

Most of the items I have gotten from Oznium had a bar with a sticker on it that read "Oznium.com 9.5" Red Flexstrip."

Made it pretty obvious I got what I wanted. I typically know what I ordered and toss aside. I have done dumb stuff like this that is why I'm defending this guy.

Yep the thrown out order was re-shipped right away for no cost after profusely apologizing for our mistake.

Golfer wrote:

I have not ordered from oznium in awhile, but the last time I did it came with a packing slip.

Strange.. We never ever included invoices nor packing slips. A ton of paper is saved because of this. PDF invoices are always available for download online :)

Tat2Dragons wrote:

Phil,it's probably not the best idea to rag on your customer for a simple mistake. What if the customer happens to see this thread? I doubt they would continue to make any future purchases from you.

Yep, you might be right. I don't mean any harm. Nothing but looooovee.


A while back I ordered $500 worth of software. UPS left it outside the gate. Dog pulled it through the gate and chewed it all up. Made a UPS insurance claim, and put the chewed contents aside in a black trash bag in the closet. Housekeeper mistakenly threw it away before UPS came to inspect. Out $500 haha

Anyways, its been on my list of things to do: build functionality that automatically tells the customer the order is being combined while they are in the checkout process.

Instances like this should include a packing slip, or atleast a email.

Or to make it simple, just cahrge em twice if they are willing to pay it.... KISS

They were willing to pay it...but we tried doing the nice thing and combine it to save them money. They can then use that money they saved to purchase more. We should have said something. :/

I know but sometimes the smart thing is just to KISS...

I see both sides you were trying to be nice he expected two orders to come not one...

your mistake completely

Phil wrote:

Strange.. We never ever included invoices nor packing slips. A ton of paper is saved because of this.

Phil:

Include invoice / make space for invoice (even if it's product codes) on the shipping label. this way we / customers have something to refer to?

Green, and trackable!

Phil's idea customer service goes far above and beyond what any other company would consider customer service. Most places would just say 'Tough cookie dude'.

Major thumbs up to you Phil.

Q45guy wrote:

Most places would just say 'Tough cookie dude'.

But I like Cookies!

Props to Moss for speaking out . :D

Regardless of whether the fault was the customers or the shippers, it doesn't seem appropriate for the staff to air their dirty laundry on the forums . For the same reason you don't really want your boss at work talking smack with you about your co-workers . Because when you know that someone doesn't talk smack to you it makes you feel confident that they won't talk smack about you .

That said, I still love you Phil .

Golfer wrote:

I have not ordered from oznium in awhile, but the last time I did it came with a packing slip.

You sure that wasn't some sort of harassment note that I stuck in there?