Slow Processing and Postage Times from local online store and arrogant response

Sammyboy on 20/03/2022 - 09:11

Am I being overly demanding that I expected an order (which I selected and paid extra for Express Post) to have been processed and posted the next day? I ordered something at 6pm on Monday. It was "processed" the next day but only dropped off at Australia Post on Wednesday 2pm. So only shipped Thursday and received Friday.

I emailed the store saying it was slow and I wasn't happy as I had paid for express postage and gave another example of buying some screws off Ebay which were delivered the next day.

The store owner's response was very arrogant and defensive and said amongst other things "I must apologise as our staff here do go home in the evenings to eat a meal and sleep. They then begin processing from the following morning and I can see your order was complete and sent with collection on Wednesday", "Unfortunately if that level of service is not to your satisfaction (Under 24 hours fulfilment is considered an exceptional standard) perhaps you are better suited continuing to source from eBay."

Now that response really pissed me off

I won't be buying from them again. So much for trying to support local independent businesses

General Discussion

Comments

  • foxmulder on 20/03/2022 - 09:21
    +3

    Some stores I know do not have daily shipment. They have every second day to ship.

    Checkout their handling time. If they don't specify 1 day then shipping on Wed is still good.

    • Sammyboy on 20/03/2022 - 09:33
      -5

      Just checked and nothing mentioned. Just a few different options to select for postage. Their response wasn't great. I think just a short apology would have sufficed.

      • Xyzzy on 20/03/2022 - 09:44
        +30

        Maybe they didn't apologise because they weren't sorry?

        You ordered it after business hours on Monday, so effectively Tuesday, and they had it in Oz posts hands the next day. Seems a perfectly reasonable turnaround time to me.

  • wittyusername on 20/03/2022 - 09:45
    +8

    Under 24 hours? Wouldn't that be dispatched by 6pm Tuesday?

  • SBOB on 20/03/2022 - 09:46
    +9

    Am I being overly demanding that I expected an order (which I selected and paid extra for Express Post) to have been processed and posted the next day?

    If they don't have a guaranteed processing or delivery time frame, then yes.
    It was 1 business day processing and at Australia Post the following business day

    I'm expecting the response was likely in line with the quality of the complaint.

  • juzza87 on 20/03/2022 - 09:54
    +2

    For most online stores the handling time is the same regardless of shipping method, the shipping method just determines how fast the courier will get it to you. Their response was pretty condescending but that's about the turn around time I would expect. If you needed it ASAP you should have contacted them to see when it will be dispatched.

    • Sammyboy on 20/03/2022 - 10:00
      -1

      I thought the response was over the top. It didn't need to be that way talking about staff needing to eat and sleep considering my enquiry wasn't rude. That's a first for me to hear a reply like that.

      Something definitely to keep in mind is the processing times. Considering the amount of crap which I buy online each week (really has to stop, but ozbargain makes that impossible), it's never been an issue before.

  • randomusername2017 on 20/03/2022 - 10:01
    +1

    ordered Monday - Australia Post on Wednesday - shipped Thursday and received Friday -I emailed the store -Sunday Ozwhinge

    Pretty good turn around on the complaint response…
    Which store was it? would definitely be tempted to buy there based on this post and their reply to you.

  • [Deactivated] on 20/03/2022 - 10:06
    +5

    next day shipping is the norm these days, if they don't ship it until the second day after the order, then they are a bit slow, especially if you buy something with express postage, which should indicate to them you are in a hurry.

    some stores even ship it on the day they receive the order, if you order it before a certain time like 12 pm.

    • mapax on 20/03/2022 - 10:34
      +8

      Order placed after close of business on Monday.
      Order received by the business on Tuesday.
      Order shipped on Wednesday.
      That is next day shipping.

      • foxmulder on 20/03/2022 - 10:40

        Could it be this seller only see orders from certain period? for example, if the seller cut out time is 5pm for tomorrow's dispatch - thus the seller will only ship on Tuesday those orders up to 5pm Monday - Amazon I think do the same thing - theirs is around midday for tomorrow's shipment (in some cases tomorrow's received)). Your order then is only ship on Wednesday as it falls the day after. Just a thought.

      • [Deactivated] on 20/03/2022 - 12:29
        +5

        you know what i mean. "processing" does not take an entire day, and while i have encountered stores that do take a day or two to ship items (sometimes a week) they are by far in the minority, most stores, even smaller, local stores, either ship the day the order is made (though this isn't as common, usually they will have this policy for orders made before lunchtime) or the day after the order is made

        the stores owner is also bending the truth with the line "Under 24 hours fulfilment is considered an exceptional standard" it's not considered exceptional, it is the bog standard, any less and you stand out as slow. maybe it would be considered exceptional 10 years ago, but not these days

  • Hithere on 20/03/2022 - 11:19
    +1

    I had paid for express postage

    Surely Express Postage is an Australia Post service, nothing to do with the seller? The seller doesn't get extra money for it.

    Unless the seller guarantees that they will process your purchase and post it the same day they receive your order I can't see what the issue is.

    • johndowy on 20/03/2022 - 12:09
      +1

      Yep, agree. Express post is Australia Post job and they really did do by getting to the buyer asap.

      Express Post doesn't mean the seller is on 'express' time for him.

  • akyeeeahdude on 20/03/2022 - 12:09

    I get the frustration but in my experience, it seems normal for a retailer or ebay seller to take up to 2 business days (full business days - expect it to roll over to next business day if you purchased it at night/after hours) to post an item, even if you paid for an express postage service. I could understand your frustration somewhat if you had purchased it on Monday morning but as you purchased it after business hours on Monday, I think you're being a bit optimistic expecting it would definitely be posted on Tuesday. Posting it Wednesday at 2pm is quite good in my view.

    It can be frustrating though - Sunday 19 December I paid for an item with an express post service from a large ebay seller/retailer. The item wasn't posted during the coming week from Monday 20 December to Friday 24 December meaning that I had to wait for the Christmas and Boxing Day, public holidays to clear. The item was then finally posted on 29 December without even a heads up/apology message being sent proactively by the seller. I sent the seller some feedback in an Ebay message just pointing out that I was a bit disappointed as I was hoping that it would've been posted out in the week 20-24 December as I needed it ASAP. Half hearted apology and standard excuse added "family emergency".

  • rektrading on 20/03/2022 - 12:38
    +1

    I ordered something at 6pm on Monday. It was "processed" the next day but only dropped off at Australia Post on Wednesday 2pm. So only shipped Thursday and received Friday.

    The timeline 👀 right.

    18:00 order.
    1 business day dispatch
    Express collection between 14:00 and cutoff
    Express postage as the fastest possible shipping method
    Delivered ASAP.

  • PissLUR on 20/03/2022 - 12:45
    +1

    Paid for an express post and you got it the next day after posted. So what's the issue here?

    Postage and dispatch times are two different things.

  • Sammyboy on 20/03/2022 - 13:28
    +1

    Yeah I've learnt about processing times now. Never been an issue with all the online purchasing I've done over the years. A lot of sellers realise that if you buy something and pay extra for express post, it would indicate there is some urgency to get the product.
    Last week I also ordered pet food regular post which came within 2 days, some screws off eBay which came next day from NSW and some shoes from Platypus on Wed which came from Perth and delivered Friday here in Melb. So the item which arrived the slowest was ironically the one I had paid express for and the online store was probably only 30mins drive from me, but they don't do click and collect. Next time I need to order express I'll be sure to contact the store first.

    • JimmyF on 20/03/2022 - 14:35
      +4

      A lot of sellers realise that if you buy something and pay extra for express post, it would indicate there is some urgency to get the product.

      Buyers need to realise that when you place your order out of hours at 6pm, it isn't going to get 'processed' till the next business day. So in all fairness, you really ordered Tuesday in their eyes, not Monday. As that is when they seen the order.

      But I do agree, they should have tried their hardest to get your express post order in that days mail though.

      End of the day, you got your item. Doing better than some!

  • 2esc on 21/03/2022 - 09:04
    +2

    Unless they guaranteed in the terms same day postage their postage time looks fine. Their response could have been better.

    But seriously if you really desperately needed it before Friday you should have contacted them before hand to make sure it would arrive it time but then there could also have been a delay with Australia Post which they can't control.

    There is no way I would rely on Australia Post in regional Victoria delivering it when they say they would. They are nearly always a day or 2 later than they say.

  • Misplaced on 21/03/2022 - 11:41
    +1

    If you genuinely need to overnight something (for business reasons, not wanky "I want it now" stuff which means it isn't really that important), then you would contact the vendor directly and find out if they could ship it out today. Not just order something on a whim at 6PM on a Monday and complain when the despatch time isn't to your liking… your protestations of "but I paid for express post !!!" mean exactly nothing. So to answer your question, yes, it is lame to complain about stuff like this.

  • Jakobson on 21/03/2022 - 14:50

    I really cant believe this posts rant to be honest. No wonder the seller was pissed off

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