Originally Posted by nick@e-paintball
I received your email at abiut midnight last night. We're actually not open on Saturdays but I'll be going that way today, so I'll swing by my desk and find out exactly what happened with your order and reply to your email. Thanks Frizzle
I was under the impression you were open 9am-7pm on Saturdays, and that it was Sunday you were closed. I've never encountered a retail store that isn't open on Saturdays, let alone a Pro-Shop.
Originally Posted by nick@e-paintball
It looks like this order was refunded because we no longer have the cocker threaded breeches, only Ion threads. You would have been sent an automated email notifying you that it was canceled/refunded so you weren't left hanging. Sorry for the trouble.
My order, #153, was placed 05/02/2013...
Order #154 came in 05/06/2013 which was for replacement mask foam, and order #155 came in 05/10/2013 which was for a pair of DYE pants. Those are the only orders you've had since mine, and the order directly before mine was placed on 04/20/2013 for an Autococker trigger rod.
How can it take over a week to determine that you do not have something in stock? It's not a big place, only about a 20' storefront. And if the item is not available, then why does your inventory show the model and color I ordered as in-stock, as well as several other colors? Might want to remove that from your site too.
And no, I did not receive an email with an explanation. All I got was a message from PayPal, which is why I checked on the status of my order, only to discover it had been "declined" with no explanation as to why that would be or what that means.
For what it's worth, the last time I was in retail I managed a store that did $2,000,000 in sales each year with an average of $40 per transaction. If you do the math, that's means we handled roughly 50,000 purchases a year. You would do well to consider a few points if you want your shop to be successful...
-First, timeliness is key to a good customer experience. A wait of seven days between receiving an order and shipping the product can occasionally occur with a high volume business and generally requires an apology. For a shop that takes three orders in a week, such a wait is completely unacceptable and will drive customers away, as illustrated in this thread. You can't spend your entire career throwing free barrel condoms and gloves into boxes to try to smooth things over, or your reputations will become more and more tarnished and customers will not come back.
-Second, keeping an accurate inventory will reduce shrink expenses and increase customer satisfaction. You might have an employee theft issue, or outside theft issue, or you might have been shorted by one of your suppliers... How would you know that if you don't know what it is you do or don't have in stock? Customers will be happy, too. Nobody likes being told something is in stock only to find after driving all the way to the store (or purchasing it online and waiting a week) that it is not actually available. Having an item listed on your website that you do not actually have in stock is false advertising - allowing customers to buy these nonexistent items is fraud.
Third, and last, communication is key. If there is a problem with an order, you should address it with an explanation and an apology - that's not something that a customer should need to ask for or pursue. Even if it's just a form letter (i.e. "We're sorry for the inconvenience, we sold out!" or "I apologize, but that item was mislisted") you will avoid pissing people off. Ambiguous descriptions and transaction reversals without explanations are frustrating; most people read "declined" and assume their credit card isn't working.
Food for thought.