E-commerce complaint

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sailor723 said:
Here's a question....What is an acceptable time between an online order being entered for an in stock item and the order being picked,packaged and shipped? I'm talking about how long it takes the company to get it out the door, not how long it takes to arrive. To me the target should be that items should ship either the next or the second business day after being ordered. If it is routinely or almost always longer than 48 hours the company might want to look at their procedures IMHO. I'm not saying I wouldn't do business with someone who takes longer to fufill orders but I'd be more apt (all things being equal) to shop with someone who does better.
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Some smaller out of the way shops may only have access to CP or a courrier once a week, some shops only ship once a week (wed for example) regardless of when you ordered. There are very few walk in shops that carry the kind of items and have the sort of stock on hand that Wolverine does.
So for me, 5 business days to process an order is quite fine, not counting restricteds that can add a few more days.
 
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As one of the "old Farts" on here, and pushing the plus 70 years of age, I have observed that many people now expect INSTANT service for their own wants or needs. There seems to be a lack of respect, common sense, and common courtesy in a lot of the people on the internet forums. Most of all, in these instances, there is a definite lack of communications on the part of the OP. Would it be too much of a chore to e-mail the Seller, or pick up the phone and call them to see if there is a problem with their order?

Unfortunately, these people will always be around and will keep pulling crap like this. No matter what you do to try to please them, it is not enough.

HMMMMM----I wonder if we can appease the OP by putting the blame it on Grumpy, then Court Martial him and shoot him at Dawn.Laugh2
 
Of course people are trained to expect insanely fast shipping times. Because they are used to them with big sweatshop companies like Amazon. The gun world and the retail world are two very different worlds as far as I can tell. I'm pretty impatient myself for the most part. But I've been listening to my gun friends talk for years about ordering a gun and waiting for a year for some to make it into the country. The firearms world as far as e-commerce or any kind of commerce for that matter seems more to me like it's a sellers market. As in here are the guns, we have them, we know you want them, you'll be lucky to get them, so settle in and take a number.

I'm not making a judgement on it either way so much as just describing how I see it. I mean I've never seen anyone ever bending over backwards to sell in a gun shop in my life, it's always been an industry with a very different business/customer relationship, as far as I've observed in what limited experience I have.

Not a judgement on Wolverine Supplies, because honestly, I've never dealt with Wolverine beyond a phone conversation that was courteous and informative about what I called about. Though I'm probably going to be soon because you guys have the CSA scope mounts and rails for my VZ58 that I'm thinking of going with.

Just a different perspective perhaps from the people above decrying every impatient customer out there. Or at least a thought on why you see a culture clash between shops and the Amazon one click order customer is always right even when they are swearing in your face generation.
 
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Green Skull said:
I've ordered stuff from California to Victoria that arrived next day, yes it can be done. But when your dealing with small business owners who have thousands of dollars coming thru online orders everyday, don't expect it next day. Vancouver to Kelowna is not an appropriate distance to start judging other businesses on overnighting some ammo. At least Canpar can keep someone happy.

I've ordered a few things from Wolverine and everything arrived within a week of placing the order. I think the people at Wolverine do an excellent job at customer service and have built a solid reputation in the industry.
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Fair enough and I agree with you and I'm not complaining. BUT I ordered a NR firearm from a sponsor out of Edmonton on Sept. 6 and I just got it today. And my 5 pak of AIA mags I ordered on Sept. 1 and still in transit!!!!
 
GUB said:
Fair enough and I agree with you and I'm not complaining. BUT I ordered a NR firearm from a sponsor out of Edmonton on Sept. 6 and I just got it today. And my 5 pak of AIA mags I ordered on Sept. 1 and still in transit!!!!
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Unfortunately most of the businesses and buyers and sellers on these Forums are at the mercy of Canada Post and their delivery schedules or lack thereof. Once the order is shipped, the Seller can hardly be responsible for the delivery.

In Manitoba, Canada Post has instituted a policy of having mail sent to the sorting facility in Winnipeg and then to the destination. It used to be that mail in a local area was separated and marked for other communities within the local area. That meant, I could send a letter or parcel to a Town that was 10 miles away, and it got there the next morning.

Now, my similar letter or parcel has to be picked up and shipped to Winnipeg, a distance of over 200 miles, sorted, and then sent to the Town that is 10 miles away. You are lucky if it arrives in FIVE DAYS.

And, speaking of the Winnipeg sorting facility of Canada Post, about a year ago I had a rifle that had been shipped from Montreal, got to Winnipeg, and was SCANNED TWENTY EIGHT TIMES over the weekend.

So, it would be better to consider any order from the time someone at the Business actually received that order, and the time when that order was actually shipped out of the Business. There have been cases of complaints here where someone sent in an order by computer at night after the business had closed, then complained when their order was not processed on that very same day.

Anyways, it is my opinion that putting a complaint against any business or person on the Internet is only justified if other common means of communication between parties have been exhausted and satisfaction can not be obtained. It is the LAST means of resort, NOT THE FIRST!
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There are enough mature and patient gun owners that shops won't be closing anytime soon. One I really like and a sponsor on here takes about 45 days to get your order....
 
the internet breeds douchbags. these are customers you dont need. Wolverine will always have my business no matter how many idiots ##### on a forum.
 
I was able to locate the original complaint, and merge it into this thread, so that it could be seen; now post 1 in the thread. The complainant was being spanked pretty hard in the posts that followed his.
 
tiriaq said:
I was able to locate the original complaint, and merge it into this thread, so that it could be seen; now post 1 in the thread. The complainant was being spanked pretty hard in the posts that followed his.
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Thanks for getting the original post on the subject.


Lets take a bit of a look at the time line on this one.

Thursday September 4th. the OP puts in an automated order asking for expedited shipping. "I ordered some product on Thursday Sept. 4th.
I reply to the auto-generate sales order asking if its possible to process and ship the order in 1 more day given a deadline I had "

The OP put a note on his order asking for expedited service. It would now depend upon just when the order was processed at Wolverine. Wolverine at this point seems to have a large amount of orders so it takes time to process them. Hindsight indicates that, again, a phone call would probably have got the OP a bit of a jump in the Order and, knowing a bit about Wolverine, I think they would have accelerated his order. It also depends upon where in Canada the OP is located with the different time zones.

If the OP had a deadline as he states, why did he place his order ON THE COMPUTER so close to his deadline? Given this "deadline" information, a phone call would make more sense if you wanted to get something as fast as possible. Also, a phone call to Wolverine would give special attention to his computer generated order.


On Friday, September 5th, Wolverine posts this message on their Website. "Due to an increase in orders we are experiencing some delays in shipping and processing. We appreciate your patience. Thank you for your understanding and have a great weekend!!!"


It would appear that Wolverine is experiencing an extraordinary amount of orders at this point. The next day, Saturday, there is a reduced staff at Wolverine, and they are closed on Sunday.

This is in a rural area. Canada Post does not work on the week-ends, unlike many of the large cities. If this order was processed on Monday, the orders from Wolverine, (which is out in the country and not in the Town of Virden,) are picked up about 4:30 in the afternoon and the Virden Post Office closes at 5:00 pm. If the order was processed and shipped on Monday, it would have had just enough time to get to the Virden Post Office at closing time, but could have been put on the truck for Winnipeg, where the first scan was made.



One simple, short phone call to Wolverine would have cleared this up.

I do NOT work for Wolverine, being retired. I do shop there, and I appreciate a good Gun Shop within reasonable driving distance. I will say that every time I have been at Wolverine over the past 14 years I have been in Manitoba, I have noticed the attitude and commitment of John and his Staff to providing the best service that they can.

I am sure that someone at Wolverine will reply to this one as soon as they can after they open this morning.
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Well after 6 pages of replies I suspect the OP is well and truly chastised and the community support for the vendor Wolverine Supplies is deservedly high. I personally hope the OP is not to upset since they have not replied since their original comment. As a former retail storefront owner I sympathize with retailers who have to cope with unreal expectations from the "FEED ME NOW SEYMOUR"! generation (extra points for movie quote identification). As a buyer from Wolverine myself they have amazing staff and a ownership who will 100% stand behind their products and service no one can expect more than that.

Regards,

Izzit
 
"Is this real life? Is this going to last forever? "

I remember a day not too long ago when phones were used to make phone calls to people you wanted to speak with and when they picked up the phone on the other end - tah dah!.

Ah, the good old days!
 
Most of the posters are missing the OP point. It's not about how great or not Wolverine is as a gun retail store!! What he is saying is online ordering outside the gun community is the most efficient and cost effective way of doing business. ordering by phone is not efficient use of Wolverines employees time. Even though they are great to talk to and enjoy their work. So as long as we don't expect or want the real world way of doing business to enter the gun community anytime soon?? Just order online then follow up with a phone call for any special requests!!!
 
GUB said:
Most of the posters are missing the OP point. It's not about how great or not Wolverine is as a gun retail store!! What he is saying is online ordering outside the gun community is the most efficient and cost effective way of doing business. ordering by phone is not efficient use of Wolverines employees time. Even though they are great to talk to and enjoy their work. So as long as we don't expect or want the real world way of doing business to enter the gun community anytime soon?? Just order online then follow up with a phone call for any special requests!!!
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I think you have a valid point. The gun business in Canada seems to be a little behind the times when it comes to modern E-commerce service standards. OTOH, given the majority of posts in this thread, it appears that many of their customers are fine with that. If most of your customers are satisfied where's the incentive to raise your level of service?
 
Thats what express shipping is for.

Also; being the sensitive nature of guns; if one mis-shipped it could lead to massive fallout. Like the guy who got the DoD Drone.
 
5 days is not a long time to process an order. the OP has no valid point. if he needed extra "right away attention" to his order, you communicate DIRECTLY to the party you need to. not respond to a computer generated message, then whine about not getting " right away attention" If I need something looked after right away, I do all I have to. I ensure that what needs to be done, is done. and I GET IT DONE, seems like MEN are a dying breed, the replacements scare me.
 
5 days is a LONG time to process an order in this technology age for products that can be shipped right away... Obviously Wolverine is aware of that so they had to put up a note recognizing longer than usual processing times. My expectation would be 2 business days max, from any merchant selling online.


frenchyguy said:
5 days is not a long time to process an order. the OP has no valid point. if he needed extra "right away attention" to his order, you communicate DIRECTLY to the party you need to. not respond to a computer generated message, then whine about not getting " right away attention" If I need something looked after right away, I do all I have to. I ensure that what needs to be done, is done. and I GET IT DONE, seems like MEN are a dying breed, the replacements scare me.
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aakoksal said:
5 days is a LONG time to process an order in this technology age for products that can be shipped right away... Obviously Wolverine is aware of that so they had to put up a note recognizing longer than usual processing times. My expectation would be 2 business days max, from any merchant selling online.
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I agree.

I gave up ordering online form Wolverine. This is not a 'New' situation. This was happening last year too. After you place your order it tells you it will take up to 3 business days to process. Really?

There should be a disclaimer on their website about the delay when ordering online.

Obviously calling them is faster, but just about every other retailer on this website processes the same day and most ship it the same day. They are just as busy.
Hell, I ordered a restricted in Ontario over night online and I got a call 10 a.m the next morning that it was ready to pick up or get shipped.

So yes. When I order from Wolverine I call. Because I know better. :) But there is room for improvement
 
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