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Thread: Slow to ship

  1. #21
    Senior Member thegreatjesse's Avatar
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    My experience with TtTTG has been awesome - great turnaround time on orders, easy-to-use website, good products, etc.

    However -

    I appreciate threads like these, because they illustrate the issues that arise when dealing with cottage industries. Personally, I'm very impressed by any business that can be run by a single individual through the manufacturing, advertising, and the shipping processes. Problems arise when a single (or few) individual(s) CANNOT, efficiently, manufacture, advertise, and ship products. In this instance, the customer was given a ship date for an item and the item was not shipped by that date. That is poor customer service, regardless of the size of the company. If poor customer service bothers you, then threads such as these should benefit you. While detrimental to the reputation of the business, feedback is important, and the business should grow from that feedback. Perhaps TtTTG will consider paying the kid up the block to run some packages to the post office when orders get backed up. Maybe a boy scout would like to learn the industry or earn a few bucks stuffing packages or sewing a few stitches. If the business is growing and receiving an overwhelming number of orders, perhaps a part-time employee would be not only feasible, but ultimately rewarding.

    I see threads like these in much of the section regarding cottage industries, and I always read them. People are quick to praise small businesses for their great service and attention to detail, but are often reluctant to complain - though we should encourage both positive and negative feedback. Minimizing or dismissing someone's experience as irrelevant is not the proper course of action - and I'm disappointed when people do that, because I find this information helpful.

  2. #22
    Acer's Avatar
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    hummm,,not adding fuel to the fire,,but why not? I ordered a set of 6' tree straps on the 13,,on the 21st finally got a email reply the strapping material would come in Monday and he would ship and still waiting too..makes me wonder what is going on alittle even tho I don't need them right now,,and ordered them for the wife's setup of which she will use later in Aug. Not in a hurry right now,,but now wondering myself. the old saying goes " All good things comes to those that wait".

  3. #23
    Phillipsart's Avatar
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    Quote Originally Posted by Roadtorque View Post
    Yep, it's all about delivering good product and good customer service. Both are required for a business to succeed. One can get online and read reviews about any company/product and it helps the "buyer" choose where to make a purchase. I like the products that a lot of our Hammock Forum cottage vendors support but I order from very few of them because of wait time. Some people dont mind it, but I do so I pick a vendor that has things in stock and ship the same day.
    I feel the same. If I'm to give my hard earned money to someone for a product, I expect it to be sent the same day or following day after payment. Sometimes I do make an exception for a great product, such as a Warbonnet hammock, it does mention on there website that in stock items can take upto one week before delivery. I'm waiting on my first hammock from Warbonnet, can't wait to try it out for the first time, I hope it's worth the wait.
    Last edited by Phillipsart; 07-28-2011 at 05:08.

  4. #24
    MAD777's Avatar
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    Shipping by the next business day should be expected for mega corporations that have 100% computer controlled inventory and stocked warehouses - Walmart for example. Actually, Walmart is the slowest shipper I've ever dealt with of the big companies and even gave up and cancelled an order once.

    But to me, the cottage industry is a whole different ballgame. I order from them knowing that production/delivery times are fluid for all the reasons mentioned in previous posts. However, I happily place my orders and wait patiently knowing that I will receive a product that is unique or the quality is beyond what I can buy in the mainstream marketplace.

    That being said, I would expect even a cottage manufacturer to send me an email if there are undue delays or an update if a previous date had been agreed to. Then, all would be well with me.
    Mike
    "Life is a Project!"

  5. #25
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    Quote Originally Posted by MAD777 View Post
    Shipping by the next business day should be expected for mega corporations that have 100% computer controlled inventory and stocked warehouses
    One of the issues that plays into this scenario is something that the customer may have no awareness of. There are different shopping carts and different structures which govern them. Most small business shopping carts are run through e-commerce portals. Some are set up to received the order and immediately send out an order confirmation from the portal in the name of the vendor. The orders are then transferred to the vendor in a number of different ways. Some are batch processed where the orders are passed on either at a particular time or when a certain number of orders have been received.

    Other portals pass on the order in real time. You place the order and it is immediately redirected to the vendor. Some times the portal sends an order confirmation. Some times the vendor sends the order confirmation.

    The more "real time" service is involved, the higher the cost for the e-commerce service. The cheapest system would be the order is placed and stored until a preset transfer trigger is reached. Either the time each day, the same day each week or when x number of orders have been received. The most costly is the full real time service. Depending on the portal that can get quite expensive.

    The point is, because you receive an order confirmation is no assurance the vendor has received the order. That's just the way things are in the e-commerce world.
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  6. #26
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    Quote Originally Posted by MAD777 View Post
    But to me, the cottage industry is a whole different ballgame. I order from them knowing that production/delivery times are fluid for all the reasons mentioned in previous posts. However, I happily place my orders and wait patiently knowing that I will receive a product that is unique or the quality is beyond what I can buy in the mainstream marketplace.

    That being said, I would expect even a cottage manufacturer to send me an email if there are undue delays or an update if a previous date had been agreed to. Then, all would be well with me.
    Well said. I had a similar issue with a vendor recently. I was told it would take 2 weeks. A month later and days from my trip I still didn't have it. Communication was sporadic but they made good and shipped it overnight. In the end I would still do business with them in the future.

    I can certainly understand the frustration especially when there's a lack of communication. I do agree that if something comes up that'll impact production/delivery the customer(s) should be kept informed.

    I do tend to give the small guys a lot more leeway, though. ymmv. As always we can always vote with our wallet.
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  7. #27
    New Member RockChucker30's Avatar
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    I'm in sales and this thread reminds me of lessons I've learned....

    1. Under promise and over deliver - if you think it'll be ready in a week, tell the customer a week and a half.

    2. Communicate - especially bad news. It's more important to communicate bad news quickly than it is to communicate good news.

  8. #28
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    I agree with everybody. I dropped the ball. It has happened a few times here lately and it really shouldn't have. I do truly apologize to all who have been affected.

    We have been extremely busy trying to keep the orders moving as fast as possible. We have been swamped with orders all across the board, and keeping the shelves filled has been a real challenge. We will be updating the website tonight with the hammocks and quilts that are ready.

    Cheers, Dale
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  9. #29
    Senior Member TFC Rick's Avatar
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    There you go guys. Classy Dale. Hope it all works out for you. It took guts to jump into this thread.
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  10. #30
    ^shane^'s Avatar
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    Quote Originally Posted by Darby View Post
    I agree with everybody. I dropped the ball. It has happened a few times here lately and it really shouldn't have. I do truly apologize to all who have been affected.

    We have been extremely busy trying to keep the orders moving as fast as possible. We have been swamped with orders all across the board, and keeping the shelves filled has been a real challenge. We will be updating the website tonight with the hammocks and quilts that are ready.

    Cheers, Dale
    Never a doubt Dale. I'd come over and help out if I lived close. You make great gear.
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