Black Friday reefing deals/purchases?

[scuba71]

I hate to say this, but I am a little disappointed with SWA. I had ordered a few items a week and a half ago, and they have yet to be shipped. Their status has been "Awaiting Fulfillment". I had pinged sales to see if the items were back ordered. I was told no, but they are overwhelmed and indicated will see what they can do to expedite my order. I was given status on one order but not the next. I said to myself, it's ok. I'll wait a few days (this was Tuesday of this week). So I pinged them this morning, about the second order, and I was sent an interesting message.

I love these guys, but I do not appreciate the message sent this morning. I get it. They are family owned/operated. But this is no way to treat customers. A nicer message could have gone a long way. I don't know... perhaps I am overreacting and reading too much into it.

 

[derek_SR]

I hate to say this, but I am a little disappointed with SWA. I had ordered a few items a week and a half ago, and they have yet to be shipped. Their status has been "Awaiting Fulfillment". I had pinged sales to see if the items were back ordered. I was told no, but they are overwhelmed and indicated will see what they can do to expedite my order. I was given status on one order but not the next. I said to myself, it's ok. I'll wait a few days (this was Tuesday of this week). So I pinged them this morning, about the second order, and I was sent an interesting message.

I love these guys, but I do not appreciate the message sent this morning. I get it. They are family owned/operated. But this is no way to treat customers. A nicer message could have gone a long way. I don't know... perhaps I am overreacting and reading too much into it.

That's a lame response, no excuse for that.

I work in e-comm and this time of year, obviously, is when sites are carrying the biggest backlogs, have the most overwhelmed support teams, and are under huge pressure to ship the biggest volumes. Same goes for the carriers. It's very difficult to scale up so significantly without some degradation in service. On top of that, this year is an incredibly short peak season (due to the Thanksgiving being so late in the month) so the normal holiday volume is distributed across a fewer number of days. EVERYBODY is tired, frustrated, and working 7-days a week right now. Hourly warehouse folks and call center types are typically working 60-65hrs depending on the state.

Again..no excuse, but maybe some info that would make you more inclined to forgive. I like SWA too!

 

[scuba71]

That's a lame response, no excuse for that.

I work in e-comm and this time of year, obviously, is when sites are carrying the biggest backlogs, have the most overwhelmed support teams, and are under huge pressure to ship the biggest volumes. Same goes for the carriers. It's very difficult to scale up so significantly without some degradation in service. On top of that, this year is an incredibly short peak season (due to the Thanksgiving being so late in the month) so the normal holiday volume is distributed across a fewer number of days.

Again..no excuse, but maybe some info that would make you more inclined to forgive. I like SWA too!

I have no hard feelings whatsoever and I totally get the pressure and being overwhelmed. I am just disappointed on the reply. Will I shop there again, 100%. No question about it. I was just not expecting such a reply.

 

[Darkxerox]

I have no hard feelings whatsoever and I totally get the pressure and being overwhelmed. I am just disappointed on the reply. Will I shop there again, 100%. No question about it. I was just not expecting such a reply.

Give them a call or give your feedback on the cryptic reply, we'd really like to hear. I can give them my feedback today too since they've only partially shipped my stuff and I definitely need to finish installing things. It's odd because the have multiple shipping locations and should have prepared better.

 

[scuba71]

Give them a call or give your feedback on the cryptic reply, we'd really like to hear. I can give them my feedback today too since they've only partially shipped my stuff and I definitely need to finish installing things. It's odd because the have multiple shipping locations and should have prepared better.

for sure. Will do so later this am.

 

[derek_SR]

Give them a call or give your feedback on the cryptic reply, we'd really like to hear. I can give them my feedback today too since they've only partially shipped my stuff and I definitely need to finish installing things. It's odd because the have multiple shipping locations and should have prepared better.

It's probably just a strong indicator that they're seeing bigger than expected volumes. A good thing for them and everyone, despite the short term pain.

Our merchants saw a really slow start to the season, and a lot of 3PLs started actually cutting staffing - then there was an immediate spike in volume, above and beyond the original forecast. We work with 5000+ merchants so I'm sure this was more of a macro trend, and may be what is hurting SWA.

(or maybe they just suck - certainly also a possibility)

 

[richiev]

It's probably just a strong indicator that they're seeing bigger than expected volumes. A good thing for them and everyone, despite the short term pain.

Our merchants saw a really slow start to the season, and a lot of 3PLs started actually cutting staffing - then there was an immediate spike in volume, above and beyond the original forecast. We work with 5000+ merchants so I'm sure this was more of a macro trend, and may be what is hurting SWA.

(or maybe they just suck - certainly also a possibility)

Potentially relevant video:

I read that as someone making a joke, without thinking that you don't have the same experience and context they do. I'd try and imagine it as an old motherly lady saying it in jest while leaning over her desk and slapping a pile of papers with a smirk.

 

[JVU]

I hate to say this, but I am a little disappointed with SWA. I had ordered a few items a week and a half ago, and they have yet to be shipped. Their status has been "Awaiting Fulfillment". I had pinged sales to see if the items were back ordered. I was told no, but they are overwhelmed and indicated will see what they can do to expedite my order. I was given status on one order but not the next. I said to myself, it's ok. I'll wait a few days (this was Tuesday of this week). So I pinged them this morning, about the second order, and I was sent an interesting message.

I love these guys, but I do not appreciate the message sent this morning. I get it. They are family owned/operated. But this is no way to treat customers. A nicer message could have gone a long way. I don't know... perhaps I am overreacting and reading too much into it.

If I got that response I would think it’s fine. Obviously they are dealing with the overwork/overwhelm with a little bleak humor. I got it, some won’t. Might be because I, too, am currently dealing with a mountain of requests thrown at me this time of year and several people who think their overdue task for me is the most important.

The most likely alternative in this situation is they just don’t reply to you or they reply with placating niceties, and you’ll still get your stuff around the same time. Another possibility is you get your stuff prioritized at the expense of the rest of us (yeah I’m still waiting too). It’s not a great situation but I certainly can understand both their point of view and your frustration (because I’m there on both counts).