"Under Quoted Shipping"

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Bigfoot 870

Bigfoot 870

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Mr. Wolverine,

I placed an order for $243.50 of ammo, on Sunday. Shipping came up as $44.50.


Today, I received an email from your sales department, stating:

"As part of your recent order, your were charged $44.50 for shipping. Our Shipping Department, has alerted us that that number is way too low, and is actually $84.50.


We realize that to ask for an additional fee of $40.00, is absolutely unacceptable, so to make up for this error we are willing to meet you half way on covering the shipping ($20.00 each).


Please Advise if you are willing to pay the additional shipping, or if you are wanting to cancel the order."


I have responded to the email, including a comment that I would be posting here, so that fellow CGNers can see how good your company is to deal with, good or bad.

I will update, once I hear back.

Regards,
BF
 
Or: "We realize that to ask for an additional fee of $40.00, is absolutely unacceptable, so to make up for this error we are willing to honor our original shipping quote but please be advised the price for identical future shipment would be $84.50" I am sure the client would also post that here and there is an excellent piece of advertising costing them only $40.00
 
I am always very objective, and will not suck up to anyone. In this case, I believe it would be only fair to stick to the original quote when the order was placed. It is no different than when a store has to honour the price tag on the shelf, or in the flyer, even if it is an Error.

It is unfortunate for the business, yes, but from now I on, I bet they won't have this mistake happen again, and the system will be thoroughly updated. Lesson learned.

Honour the original shipping quote.
 
I believe they gave the option of meeting half way on shipping or canceling the order. I would go out on a limb and say they quoted you the price based on software provided by a third party, possibly the shipper. Then to their surprise it comes out as much more, not exactly either of the buyer or sellers fault. Finding anyone that would ship ammo is not exactly easy. At a low(ish) price, even harder. Not there fault, but given the option to cancel or proceed; they are being clear with the buyer. Having paid the extra $20 is a business's incentive to see that it does not happen again.

If the extra cost was completely on the buyer, then it would be a questionable business practice. Further there would be no incentive for the business to fix the problem. Here they either lost a customer(possibly forever) or paid shipping out of their margin. They are taking responsibility, and have a double incentive to get it correct.

Straight up, honest, good communication, and giving the customer the choice. This is good customer service.
 
Nothing wrong with the op posting this. One thing you should all be aware of is that transport canada has now placed a tariff on shipping ammo that all couriers must add onto the regular shipping fees. Depending on the courier company this can be between $44 and $50 ON TOP on the regular shipping charge.

Some companies have been getting around it by not checking off the appropriate boxes but if they get caught they risk thousands of dollars of fines, something we will not take the chance on. Canada post does not allow the shipping of ammunition but there are some folks out there who do it under the radar, something we don't do.

The software programs on the shipping side of the website don't always add in the tariff or add it in properly. We do our best to try and soften the additional blow to the you folks but it isn't always possible.

All well and good to say we should have honoured the original quote, but honestly with the small profit margins in alot of firearms related products it would be better to just say sorry we have to cancel the order. I hope this makes sense.
 
I do however have a concern regarding the missing policies on their new website. Usually when you place an order, you accept their policies and conditions. There should be a note regarding these situations, standard in ecommerce.
 
Grumpy Wolverine said:
Nothing wrong with the op posting this. One thing you should all be aware of is that transport canada has now placed a tariff on shipping ammo that all couriers must add onto the regular shipping fees. Depending on the courier company this can be between $44 and $50 ON TOP on the regular shipping charge.

Some companies have been getting around it by not checking off the appropriate boxes but if they get caught they risk thousands of dollars of fines, something we will not take the chance on. Canada post does not allow the shipping of ammunition but there are some folks out there who do it under the radar, something we don't do.

The software programs on the shipping side of the website don't always add in the tariff or add it in properly. We do our best to try and soften the additional blow to the you folks but it isn't always possible.

All well and good to say we should have honoured the original quote, but honestly with the small profit margins in alot of firearms related products it would be better to just say sorry we have to cancel the order. I hope this makes sense.
Click to expand...

Thanks GW, communication is the key.

I will look for a response to my email, tomorrow, just to clarify.

Thank you :)
BF
 
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