About a month ago, I placed an order for some scrapbook supplies from an online shop. I had bought from them before and had a great experience. The prices are good, they get the new releases quite quickly, and sometimes carry things that I can’t get with my consultant discount from MEMORY WORKS. Super cool, right?
So I ordered a bunch of things from the October Afternoon “9 TO 5” LINE including 12×12 papers, Mini Market stickers, 2 rolls of washi tape, etc. I also purchased a set of SUMMER FRESH 6×8 insert pages {MW was out of stock at the time}.
My shipment arrived in a timely manner and I was scrap happy, although I was so busy with work and family stuff at the time, I barely had time to glance at it all much less sniff all the paper …. erm, verify that I got everything I ordered.
AHEM.
So fast forward to last weekend. I was straightening up my desk, putting away a bunch of scrap crap … errr … scrappy goodness, and I came across the package with my order. Finally! Time to sniff my papers! I mean, LOOK at all my goodies. For shits and giggles, I looked at the packing sheet and compared it to what I received.
Lo and behold, something didn’t match up. Instead of the LABEL STICKERS that I ordered …
… I received WORD STICKERS:
And instead of 1 set of JOURNAL CARDS …
… I received 2 sets.
SO.
Don’t get me wrong: Those Word Stickers are sure cute. But, you know, um … that’s not what I paid for. Not what I chose. For one thing, I won’t even use those book tab thingee stickers. And I wanted the journaling space provided by the, uh, ya know, label stickers that I ordered.
Then again, why am I complaining? Not only did they replace the Label stickers with the comparably-priced Word Stickers, but I got a “free” pack of Journal Cards too. So doesn’t that more than make up for everything?
I’m not going to make an issue of it. One could say if I cared so much, why would I take over a month to figure out the discrepancy? And is it really worth the time/energy it takes to call or write the company, return or exchange or wait for the Label Stickers (which I assume they were out of) to come in, etc.? Nope, not worth it to me.
But this is the second time this has happened to me in about the last year (and I’d say I order something online about twice a month, if you include my monthly SUPER SKETCH CLUB kit). The other time it was from one of the huge online vendors. In that case, they really screwed me. An item I ordered was “out of stock” (funny how it was IN stock when I placed my order) so not only did they just ship it to me without the item (you know, the one I was REALLY looking forward to and the main reason I placed the order in the first place?).
But by deleting that item, it took me below the “$50 and free shipping” threshhold. So I received only my secondary item AND got charged for full shipping which was not an amount I would’ve agreed to pay for shipping. Grrr! I e-mailed them to express my pissed-off-edness but didn’t pursue it beyond that. I did learn not to order from them again unless I’m willing to risk this little cancellation and replacement dance they do.
And now I don’t trust this second vendor and will question ordering from them again. Wouldn’t it have been better for their sake if they had taken the time to write or call me and say, “Hey, we’re out of this, can we give you that, or would you rather have a Paypal refund?” And then I would continue my loyalty to them as a very happy customer. Now, not so much.
So this has me wondering how common a practice this is in the scrapbook industry. What’s been your experience with online shopping? Have you had items you ordered and paid for – substituted, canceled, or otherwise arrive not as you expected? Did you make an issue of it or just let it ride?
Would love to hear your experiences … Please leave the company name out of it if you can/thanks!
