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Are you really still out of stock 11 months after lisa+lee posted their problem?

You also mention "standard responses from your customer services team" but surely giving accurate and specific information to each customer is the true meaning of customer service?

I would prefer to see you list stock availability accurately on your web site - and I reckon so would many other UKCS members

Quote: Originally posted by BrummyGit on 12/2/2007

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Are you really still out of stock 11 months after lisa+lee posted their problem?

 Yes, surely they haven't been waiting from March 06?

You also mention "standard responses from your customer services team" but surely giving accurate and specific information to each customer is the true meaning of customer service? I have to agree with this, as I'm sure will lots of other potentially disappointed customers.

I would prefer to see you list stock availability accurately on your web site - and I reckon so would many other UKCS members Yep.

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Not major issues really, are they? I have heard no bad reports of Outdoormegastore aftersales service, but their pre-sales approach could be improved.

I think Paul mentioned, on the other thread, that 90% of orders are filled the next day. I'd be worried about the 10% that are not, if I were Paul, and addressing/improving my customer service to head off potential dissatisfaction in that ten percent client group! 

Good to hear from Paul direct, though.

Hi Paul again,

Thanks to all those that posted constructive advice after my posting last night. I don't want to bore you by wafflng on defending what we do and how we do it - I absolutely accept that we're not perfect but we are working very hard to get better.

I totally accept that pre-payment is a big turn-off when goods are not in stock. The posting by kopte4ever was absolutely spot on as to why some (usually larger) e-tailers have gone the automated route - we ship between 100-350 parcels a day we cannot process all of those transactions on a standard credit card machine manually. Also, fraud is a major, major issue and through using a pre-payment service (we use Netbanx) addresses, pins and CVC's can be cross-checked before we process an order.

No, the only way to avoid 'stock out situations' is for us to get better at informing the customer about whether the product is in stock (or not) before you place an order. Period. As I've said elsewhere, we are currently running at a 90% fulfillment rate. No, it's not good enough but it will get better. Our Customer Services Team are instructed to make sure that the 10% are kept fully informed of any problems and when stock is likely to come back in. If we are out of stock, the customer has the option to wait or cancel for an IMMEDIATE refund. We are working to get our website and stock control  system better integrated and hopefuly, by Spring our % fulfillment rate will be considerably better because you won't be able to order it if we don't have it.      

Yep, my postings to Lisa+Lee were a mistake by me (I didn't read the posting date properly!). Sorry about that.

By the way if anyone wants to contact me off-message board, for any reason, my email maddress is paul.roberson at outdoormegastore.co.uk

Thanks Rick and Mel,

I ordered a Motordome from Springfield Camping and it was due to arrive today,however they phoned me yesterday to say they were out of stock!!

But they have cancelled the order and refunded my credit card and offered to save me one when they come in within the next few weeks.

They say the chinese are holding up the delivery - possibly because it is their new year?Who knows?Is everything made in China?Iknow the answer to that is Yes!

Their price is very good and I can actually drive to them and pick it up - at least they called me and refunded.

Thanks for looking for one for me!

Val

Quote: Originally posted by Vbennett214 on 13/2/2007

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Thanks Rick and Mel,

I ordered a Motordome from Springfield Camping and it was due to arrive today,however they phoned me yesterday to say they were out of stock!!

But they have cancelled the order and refunded my credit card and offered to save me one when they come in within the next few weeks.

They say the chinese are holding up the delivery - possibly because it is their new year?Who knows?Is everything made in China?Iknow the answer to that is Yes!

Their price is very good and I can actually drive to them and pick it up - at least they called me and refunded.

Thanks for looking for one for me!

Val

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Hello again,

The majority of Khyam product (and certainly all of the Ridgi-Domes) come from Vietnam so I'm not sure what the Springfield guy was talking about.

The Motordome Excelsiors dock in the UK on the 26th February. From there 2 days to Customs clear at Khyam and then out to retailers by the end of that week I would have thought.

Hope this helps. Cheers, Paul