Store Asking Me to Cover Free Shipping

Lnexus444 on 07/12/2022 - 18:40
Last edited 07/12/2022 - 20:22

Just wondering where everyone else would stand on this. Spent around $1700 at a store I'll leave unamed during black friday sales.

They have just sent me this after nearly two weeks.

Thank you for your recent order with us. It is much appreciated!

We have gone to dispatch your order to you and our warehouse team have notified us that the shipping cost to your location is extremely high for some reason. The shipping cost is coming back at $129. We are happy to cover the majority of the cost, however, I wanted to reach out to you to see if you would be willing to help us out here so we are not at a loss.

Would you be willing to cover some of this cost, and if so how much are you happy to put in?

I live in a rural SA town but it's not in the middle of nowhere. I half understand as I'm not city and it's quite a large bulky order. I obviously would rather help to cover some cost over cancelling my order. I would have thought as a business you'd maybe take a small loss to keep a customer happy. Keen to hear how everyone else would handle this.

Edit copy and paste from a comment:

So there's more to this now. I actually did two seperate orders to make use of two different coupons at the time. Just got an exact copy paste email with $206 on the other order.

The first order retailed $1,299 with $150 off on black friday sales and then a $10 off code for first order with them bringing total price down to $1,139. This item costs the $206 to ship.

The second order retailed $599 with no black friday sale but used a 5% of code bringing total down to $569.05. This item had the cost of $129 to ship.

I have now requested what total they would be comfortable on both orders with and that I'm looking at getting something else from them in 6 months or so time if they could look after me on that order if it happens.

Probably won't end up the best deal for me letting them set how much they need but it's what feels right for me to do.

General Discussion

Comments

  • dcep on 07/12/2022 - 18:43
    +1

    store I'll leave unamed during black friday sales.

    Catch of the day ?

    https://www.ozbargain.com.au/node/743825

    • nexus444 on 07/12/2022 - 19:22
      +1

      Nah. It's a smaller relatively niche gaming hardware related store which is why I'm feeling somewhat lenient. I've essentially essentially replied what's their $$$ at and we can go from there.

      • dcep on 07/12/2022 - 19:27
        +1

        The shipping cost is coming back at $129. We are happy to cover the majority of the cost, however, I wanted to reach out to you to see if you would be willing to help us out here so we are not at a loss.
        I've essentially essentially replied what's their $$$ at and we can go from there.

        That's not how you bargain.
        If you're willing to chip in, then just straight offer them you're happy to help to cover $29 and only pay them after you've received your goods satisfactorily.

        Personally, i won't bother to respond if they've already dispatched your order.

        • nexus444 on 07/12/2022 - 19:48

          I would agree I'm not great at bargaining lol. There is more to this now as I received another email in regards to a seperate order also. Went into more detail in a reply below. Order has not been dispatched.

  • AndyC1 on 07/12/2022 - 19:00
    +11

    Ask the weight and cubic size so you try to figure out how much extra it will cost them to ship it from their warehouse to you compared to Adelaide. I would split the extra 50/50 if you want to be nice.

  • psyren89 on 07/12/2022 - 19:03
    -3

    Sounds like you should seek advice from your relevant fair trading authority.

  • Kail on 07/12/2022 - 19:08
    +4

    That's very unprofessional, especially for such a large order.

    I am curious to know how much extra they are being charged by their courier though. Can you plug some size/weight estimates into Auspost or another courier and see how the city vs your address are priced?

    • nexus444 on 07/12/2022 - 20:07
      +3

      Luckily dimensions and weight are on the site

      Box Dimensions: 125 cm (L) X 43cm (W) X 34.5cm (H)
      Boxed Weight – GW: 57kg

      Struggling at finding a online quote for that size though.

      • Quantumcat on 07/12/2022 - 20:09
        +2

        Try Border Express. I just got shipped an instrument flight case that was about 150cm by 30cm by 100cm weighing around 22kg and it cost the seller $60 to send.

      • foxmulder on 07/12/2022 - 20:13
        +1

        Unless the item can be split to 3x 22kg Auspost limit, shipping with carrier to rural area is to the roof.

      • ozbs25 on 07/12/2022 - 20:20
        +5

        The weight is probably the issue. It could be that whoever normally takes it is refusing to pick it up unless it is on a pallet. If it is on a pallet, it really limits your delivery options, hence the massive increase in price.

      • ozbs25 on 07/12/2022 - 20:44
        +1

        You'll probably find some/a lot of companies won't touch it. Depending on the company, a parcel of that size/weight has to be strapped to a pallet. When it's on a pallet, if you're getting it delivered to a residential address, you'll need a truck with a tail lift which can cost extra. Also, pallets can be/are charged by volume to the ceiling of the truck as some pallets you can stack, yours, I'm guessing you won't want yours stacked.

        I've had to organise deliveries for parcels of all sorts and the costs are crazy. I did a dummy quote with transdirect from Adelaide to Port Lincoln and the cheapest was about $290.

        Edit: Looks like I can't link to the quote directly.

        • nexus444 on 07/12/2022 - 20:57
          +2

          Yeah used that site and allied and border both quoted. Roughly $100-$120 over Adelaide cost for just this item.

          • ozbs25 on 07/12/2022 - 21:03

            @nexus444: Yeah, your way is better. $219 vs $350 or so from Brisbane to Adelaide vs Brisbane to Port Lincoln.

  • Quantumcat on 07/12/2022 - 19:08
    +1

    If I had time to buy the item from elsewhere I would cancel the order. Super unprofessional.

  • SBOB on 07/12/2022 - 19:10
    +14

    would have thought as a business you'd maybe take a small loss to keep a customer happy

    Why?
    Losing money for a customer order is generally a bad way to run a business, and this one sounds like a small business, so even more of a bad idea as less likely to have the scale make those less obvious.

    • cookie2 on 07/12/2022 - 19:36
      +6

      Because as a business you have offered something to entice the person to purchase and that person has most likely used that information to help them decide. And also as a business it's the businesses responsibility to ensure they have priced things appropriately and have the correct promos to actually make a profit.

      • ozbs25 on 07/12/2022 - 19:44

        Can be difficult when it comes to postage/courier services. For whatever reason some areas are not serviced very well and end up costing a fortune compared to just about anywhere else.

        • dcep on 07/12/2022 - 19:50
          +3

          should of limit the free shipping orders to certain eligible postcodes ?

          • ozbs25 on 07/12/2022 - 19:52

            @dcep: I'm sure there are lots of cases where stores don't post to certain areas. Costco doesn't have free shipping to WA a lot of the time if I'm not mistaken.

          • SlickMick on 08/12/2022 - 10:10
            +1

            @dcep: Yep, it isn't that much money for the store to write it off as a learning experience. Don't promise what you can't deliver.

            The OP isn't getting a substantial discount anyway, I'd be surprised if the store isn't still going to win on this transaction.

            The OP has been gracious in not naming the store. The cost of the bad publicity would be worth taking the hit.

    • Quantumcat on 07/12/2022 - 19:44
      -4

      When OP says a small loss I think they mean a small loss of profits rather than a small loss overall

    • nexus444 on 07/12/2022 - 20:17
      +1

      I guess it's more so in the fields I've worked.
      Mechanic at the moment but generally our workshop will stick to a quote even if shit happens and it blows over we have enough profit in other work to cover that loss to retain that customer. Also in fast food I've previously worked if you'd make a mistake you do whatever you can to make that customer happy.

      I understand that these are two entirely different situations to this I'd say small/medium retail sized buisness with lower profit margins and can see where your coming from. In the end they don't control the shipping.

  • Jimothy Wongingtons on 07/12/2022 - 19:16

    twist: op is the catch of the day marketplace vendor

    lol jks

    i guess it depends on how big the company is, are we talking…kmart size? 1 man band trying to make it in fast paced rat race of a retail race?

    if they didnt promise a delivery date I would ask them to go look for a cheaper courier option.

  • vinni9284 on 07/12/2022 - 19:28

    Are you saving heaps through the Black Friday sale? like .. $300? They said they will cover "Majority" of the cost so offer $20 and if they refuse then ask for a refund

    • nexus444 on 07/12/2022 - 19:44

      So there's more to this now. I actually did two seperate orders to make use of two different coupons at the time. Just got an exact copy paste email with $206 on the other order.

      The first order retailed $1,299 with $150 off on black friday sales and then a $10 off code for first order with them bringing total price down to $1,139. This item costs the $206 to ship.

      The second order retailed $599 with no black friday sale but used a 5% of code bringing total down to $569.05. This item had the cost of $129 to ship.

      I have now requested what total they would be comfortable on both orders with and that I'm looking at getting something else from them in 6 months or so time if they could look after me on that order if it happens.

      Probably won't end up the best deal for me letting them set how much they need but it's what feels right for me to do.

      • vinni9284 on 07/12/2022 - 19:49
        +1

        So basically shipping is covered from approx. half the savings/specials?
        The question is need vs want?
        If need then offer $20 for shipping. If refuse then refund.
        If want then refuse and ask for a refund. They will probably readvertise the stock and sell RRP and save down their end. Hence the stuffing around and asking for support.

  • GrueHunter on 07/12/2022 - 19:33
    +6

    Would you be willing to cover some of this cost

    No.

  • glassyan on 07/12/2022 - 19:55
    +4

    I understand it's a small business, but surely they could at least tell you how much they want to charge you for shipping, and not ask you to provide an amount. Are they hoping that you will offer more than what they wanted?

    If I were you I would ask them how much do they want before they will ship the order, there's no reason why they shift that decision to the customer.

    It sounded like to me that they did the maths and figured this order isn't worth their trouble, but are hoping that you will offer a high enough amount to tempt them into shipping the order, very unprofessional and not the way to do business.

    • dcep on 07/12/2022 - 20:13
      +1

      they could have just pulled the 'out of stock / stocking error' unable to fulfill order if they're unwilling to bear the loss or the margin is not worth their hassle and decided to forgo this transaction.

      i'm guessing either they're ok with taking the loss regardless if OP willing to chip in or not, or the employee had a tough one from the boss taking the cut off their wage from mis-quoting/provisioning for free shipping cap on this loss-making transaction.

      or this could be a scam email for whatever reason / exploit that's leading from here onwards

  • Gunnar on 07/12/2022 - 20:02
    +5

    It’s pretty poor form that they only figured this out after you paid for everything. I mean Australia is a pretty big place and whilst most people live on the east coast and in capital cities but the country doesn’t end there.

    As for what to do it depends on how much of a deal it is in the first place. And also how much I wanted it.

    I mean it’s good that they’re willing to pay most of the $129.

    I know how sucky logistics are with shipping to rural SA and this means you have to put up with stuff like this whether you like it or not (take Amazon prime delivery schedules for example - a few days to a week, not overnight).

    If I was in your boat and really wanted the product and the extra cost doesn’t kill the deal if it was on the original purchase price then I’d cop the extra amount.

    Where in SA are you out of curiosity?

    • nexus444 on 07/12/2022 - 20:10

      Port Lincoln 5606. I know we get Startrak, Toll and TNT here at the minimum.

      • Gunnar on 07/12/2022 - 23:19

        Nice part of the world!

        I say this as someone who doesn’t eat much seafood but the seafood in Lincoln is amazing!

    • ozbs25 on 07/12/2022 - 20:16
      +3

      I can see both sides of this particular situation. The store has probably never had to send something big to this location. It could be that their regular delivery options just won't take their order there. Maybe they've had to look at an alternative arrangement which has brought them to the $129 shipping for a $569 order and $206 shipping for the $1139 order. I've seen this situation before when sending out orders for a charity. Instead of Aust Post or whoever taking the parcel there, you basically have to arrange for someone to drive your order out there.

      The store could just say, unfortunately our delivery/courier partners don't service your area and we have to cancel your order. At least they are being transparent about the situation? I guess we'll see where the store is at depending on how much, if any OP wants to contribute. Maybe the store will take a loss for this particular order, and then amend their shipping policy going forward?

  • thewiseone on 07/12/2022 - 20:17
    +2

    To be honest it's surprising that they would not be making a profit with a $1700 order, if the $129 shipping will push them into a loss than they making less than 10% profit on your order? Seems unlikely, unless your order consists solely of very low/no profit items like consoles.

  • 7ekn00 on 07/12/2022 - 21:15
    +3

    Tell them to send it to the nearest couriers depot for free and just go get it ;)

    The F-GT Elite and Chair are available from a heap of different sellers online!

    • nexus444 on 07/12/2022 - 21:22

      Was only a matter of time before someone reverse engineered the details lol. All the other stockist don't seem to offer free shipping for this very reason though. Hopefully we can work something out.

      • thrillhouse on 08/12/2022 - 08:14
        +2

        I was going to say, this definitely sounds like a sim racing cockpit. I don't expect you to name the business, but I've ordered from both Pagnian Imports and Gamer Gear Direct and both have been really good to deal with. I'd support both, being in a niche industry.

        I'm going to take a shot in the dark and say it's the latter as I had a similar experience with them and a pricing error on their website.

  • OMGJL on 07/12/2022 - 23:58
    +3

    I'd say gaming hardware shop may get about 10~15% profit, less black friday savings plus shipping, they might actually be on the loss side.

    It is their bad to not exclude free shipping at rural area — they should've thought about it as they knew they had heavy item in stock.

    at the same time, they could cancel your order and refund you the full lot, there's nothing stopping from them doing that….

    so I guess it's your call.

  • leiiv on 08/12/2022 - 00:13
    +2

    How much does it cost you to go to the nearest friend/family home that is in a non-rural town (with a car big enough to carry the stuff you ordered)? Maybe you can use that figure for comparison.

  • Nutrino on 08/12/2022 - 01:25

    7 hour drive from Adl.

  • 2esc on 08/12/2022 - 08:47
    +2

    Doesnt matter if its a small business if you offer free shipping stick to it. I know it can vary greatly the postage. I have offered fixed rate postage & handling and you might get caught out on one item but overall it should be factored in. The buyer shouldnt be penalised for the sellers mistake of not researching freight and postage costs.

  • Geoff01 on 08/12/2022 - 09:28

    They said would you be willing to help. Didn't say order was cancelled if not.

  • Woody982 on 08/12/2022 - 09:34
    -1

    They offer free shipping. They shouldn't try to take you on a pity trip to get you to cover shipping. They knew what they were in for when they offered free shipping…

    It's not like you are spending $200 and it costs them $80 to ship so…

  • Love a bargain on 08/12/2022 - 14:13

    If they offer free shipping to all customer, obviously they've factor in an x% shipping costs in their pricing. Shipping cost on some orders might be less than what's been allowed for and some might go over. Isn't that just the nature of offering free shipping? You don't ask your customer to chip in when shipping to their address is more expensive than what has been allowed for just like you don't give a refund to the other customers who are in metro areas/ close to you warehouse, have ordered light & small items that are expensive.

  • Ramrunner on 08/12/2022 - 14:42

    I think it's a nice polite way to ask. I think it's actually pretty good service to be honest. To be fair, they should have knocked in more margin to cover these situations, and I'll doubt they'll reduce the price for freight that works out LESS then they allowed for but from some of the service I've seen lately I think deserves consideration.

    He's probably only on a 5% margin or something. Something we had to stop doing due to situations such as this where you would lose money on sales. We could not survive on less than 10% margin unless we are talking really big ticket items.

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